Customer Service Representative at Westfield Veterinary Group providing client - oriented support. Assisting with patient check - ins, communication, and ensuring a professional work environment.
About the role
- Global Director of Customer Support at WeTravel managing a distributed support team. Fostering customer relationships and technical excellence in service delivery.
Responsibilities
- Lead WeTravel’s 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
- 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
- Build clear career paths (e.g. Support I → II → Specialist → Team Lead → Manager)
- Hire thoughtfully as we scale from 20 → 50+ agents
- Scale and strengthen our existing culture of ownership, operational clarity, and consistent execution
- Serve as the voice of the customer internally
- Partner closely with Product and Engineering to prioritize fixes and improvements
- Collaborate with Sales and Implementation to ensure smooth handoffs
- Align with CX leadership on retention and expansion initiatives
Requirements
- 5+ years leading/managing Customer Support teams in B2B SaaS, including at least 2+ years at the Director level overseeing multi-layered, globally distributed organizations. Preferred if you have experience in Payments or Fintech.
- Experience with Intercom is strongly preferred. If you come from Zendesk or a comparable enterprise support platform, we're still interested; what matters most is that you know how to get the most out of a modern support stack and can get up to speed quickly.
- Proven experience scaling support teams from ~20 → 40+ representatives, ideally in high-growth environments with increasing product complexity.
- Has operated in high-volume, fast-paced hiring environments, building strong recruiting pipelines while maintaining a high technical bar.
- Deeply experienced in support operations as a discipline, including:
- Ticket volume forecasting & workforce planning
- First response time & time-to-resolution optimization
- SLA design and monitoring
- Escalation frameworks & incident management
- QA systems & performance calibration
- Segmented reporting views (by region, channel, product, customer size, tenure
- Strong command of help center / knowledge management systems, including building structured internal documentation and scalable self-service strategies.
- Experience leveraging AI and automation (e.g., Intercom Fin AI or similar tools) to increase resolution rates and deflect low-complexity volume without harming CSAT.
- Technically inclined and comfortable supporting complex SaaS products (payments, fintech, CRM, workflow systems, automation, AI-enabled platforms preferred). Able to dive into complex cases when needed.
- Experienced building and scaling globally distributed support models, including follow-the-sun coverage and regional leadership layers (LATAM, Europe, APAC strongly preferred).
- Strong executive communicator who can translate frontline insights into strategic product and retention improvements.
- Obsessed with customer outcomes, but equally rigorous about operational discipline, efficiency, and measurable performance.
Benefits
- Your health matters – US team members get 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs.
- Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.
- Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments.
- Work remotely for a maximum of 4 weeks per calendar year.
- Extensive paid family leave.
- Three paid volunteer days per year — take time to give back to causes you care about, on us.
- 2-week cross-functional onboarding program.
- Cutting-edge equipment and tools to set you up for success. Coverage for certain work-from-home (WFH) equipment.
- Join an international, travel-loving team with a passion for adventure and innovation.
- Employer-sponsored 401(k) plan with a 2% company match to support your long-term financial goals.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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