HiĀ š, Iām Davis, VP of Customer Experience at WeTravel. Iām hiring a Global Director of Customer Support to lead how we deliver world-class, technically excellent support to thousands of travel businesses around the world.
WeTravel's support team is lean, technical, and globally distributed. Our 14 agents handle 100,000+ tickets per year, supporting 8,000+ travel businesses worldwide. We primarily provide support via chat and email, delivering dedicated, white-glove service for complex cases. At the same time, we actively leverage AI to efficiently resolve high-volume, low-complexity inquiries.
In this role, you'll lead the next chapter of Customer Support: expanding the team by ~50% in 2026, scaling technical call-back (video) support, while building the right systems needed to grow without sacrificing quality.
This is not a call center leadership role. We don't measure success simply by looking at handling time or ticket throughput. We care deeply about actually understanding and solving customer problems. Our customers are running real businesses on WeTravel. When something goes wrong, they need someone who digs in, understands the issue at its root, and helps them move forward confidently ā not someone who closes the ticket and moves on.
At the same time, this is not a ābuild from zeroā mandate. We already have a strong, experienced CS leadership team in place, clearly defined operating processes, documented SOPs, and a robust internal knowledge center.
We're not looking for someone who manages from a distance. We want a leader who understands the product deeply, picks up tickets when needed, and builds a culture of ownership and high standards from the ground up.
This role will operate on Pacific Time to support our West Coast (Americas) and APAC customer base.
We are open to remote candidates based in the Mountain or Pacific time zones, with a preference for those located in Salt Lake City, UT or Denver, CO. Candidates based in Salt Lake City or Denver will be expected to work in person approximately 2ā3 days per week.
WeTravel is a 300+ person company representing more than 50 countries. We combine global diversity with the agility and closeness of a much smaller team.
Financially, WeTravel is highly secure and growing fast, with 50ā100% year-over-year growth depending on the metric. Our leadership team is accessible, our customers are easy to reach, and our teams move quickly with a high degree of ownership.
Our customers run complex, multi-day travel experiences (think a 7-day trek to Machu Picchu or a 6-night Serengeti safari). They use WeTravel as their operating system to manage sales, collect payments, run their CRM, and operate their back office.
Our payment functionality and AI-enabled tools help them grow revenue, reduce operational friction, and save time ā so our customers can focus on delivering exceptional travel experiences.
Customer Support is a strategic part of our offering at WeTravel. When our platform works, our customersā businesses run. When it doesnāt, revenue, travelers, trips, and money are impacted. Customer Support is therefore a strategic function tied directly to retention, expansion, and trust.
WeTravel 1.0
WeTravel started in 2015 by solving reservations and payment needs for multi-day travel businesses ā an industry that collectively sells over $250B annually. That early product-market fit fueled eight years of growth, a successful Series B, and resilience through COVID.
WeTravel 2.0
We expanded beyond transactions into CRM, AI itinerary tools, automated waivers, and operational workflows. Customers began running more of their businesses inside WeTravel.
WeTravel 3.0
Following our Series C, we are making three major investments:
Building the end-to-end operating system for multi-day travel businesses
Embedding AI deeply into daily workflows
Becoming an industry network ā connecting travel businesses with their partners
As WeTravel becomes more mission-critical, Customer Support becomes more complex, more technical, and more strategic.
We now support customers using:
Payments across borders
CRM, emailing, and sales workflows
Complex pricing logic
Payments to vendors and suppliers cross-border and cross-currency
AI-powered itinerary building
We are seeking a leader who can help design the next phase of our global support organization.
Our support function is structured and operationally mature, with established workflows, QA practices, and performance management rhythms already running. Our core KPIs are already defined and actively tracked (FRT, FCR, CSAT, escalation rates, etc.), and performance is measured consistently across the team.
We are not looking for someone to create the foundation ā we are looking for a leader who can elevate, optimize, and take an already strong global support organization to the next level of scale, specialization, and technical excellence.
We are now at an inflection point where:
Ticket volume is increasing with product expansion.
We are adopting Intercomās Fin AI to provide better and faster service for our simplest cases.
Technical complexity within our product is rising (payments, CRM, automation, AI).
We need clearer specialization, structure, professional growth trajectories, and performance management.
Today, we have about 14 Customer Support representatives globally distributed. We will grow this by ~50% in 2026. We have a fantastic Head of Customer Support based in Europe, along with a growing regional leadership team to support our globally distributed model.
This is not a strategy-only role. You must be execution-oriented, calm under pressure, metrics-driven, and capable of building systems that scale globally.
Design and own WeTravelās global Customer Support strategy and operating model
Create a scalable structure across regions and time zones
Implement tiering and specialization models aligned to product complexity
Ensure we deliver high-quality support across chat, email, and other channels
Develop clear escalation frameworks and incident management protocols
Strengthen technical troubleshooting capabilities across the team
Own tooling and workflows
Build capacity planning and forecast models tied to growth projections
Alongside the existing Support leadership, track core KPIs such as:
First response time
First contact resolution
CSAT
NPS
Quality assurance scores
Escalation rate
Support-driven churn signals
Create structured QA and coaching programs
Develop dashboards and reporting for executive visibility
Use data to proactively identify friction in the product and recurring issue patterns
Lead, coach, and develop a globally distributed team of technically capable support agents and managers
wetravel