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crm payments fintech intercom ai📋 Description
- Design and own WeTravel's global CS strategy and operating model
- Create scalable structure across regions and time zones
- Implement tiering and specialization models aligned to product complexity
- Ensure high-quality support across chat, email, and channels
- Develop escalation frameworks and incident management protocols
- Strengthen technical troubleshooting capabilities across the team
🎯 Requirements
- 5+ years leading B2B SaaS CS teams; 2+ years as Director
- Payments/Fintech experience preferred
- Intercom experience; Zendesk or similar enterprise platforms ok
- Scaled teams from 20 to 40+ in high-growth environments
- CS operations: forecasting, SLA, QA, escalation management
- AI/automation to improve resolution rates without CSAT loss
🎁 Benefits
- 100% employer-covered HDHP medical, dental, and vision
- Unlimited paid time off
- Amsterdam HQ program 2-4 weeks yearly
- Work remotely up to 4 weeks per year
- Extensive paid family leave
- 2-week cross-functional onboarding program
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