Employee Spotlight: Sarah Satcher on Providing Personalized Support in the Age of AI

WeTravel Customer Support and Dispute Specialist, Sarah Satcher, joined WeTravel with a wealth of customer-centric experience. In the ever-evolving landscape of today's digital world, her role plays a pivotal part in upholding the invaluable sense of human connection within WeTravel's customer support processes.

Before joining WeTravel, Sarah enjoyed a nomadic upbringing due to her mother's military service, calling places like South Korea, New York, Japan, Virginia, and Hawai’i home. Combining her passion for travel and wealth of customer-focused experience, Sarah knew that WeTravel was the right place for her.

Celebrating her one-year anniversary at WeTravel this past March, Sarah describes her affinity for the company culture. "I enjoy the fact that everyone is encouraged to be themselves. WeTravel is very inclusive, and that can be felt. I also appreciate that WeTravel encourages employees to have a healthy work-life balance," she said.

Sarah plays a crucial role as part of WeTravel’s Customer Support team, often being the initial point of assistance for many clients. "I think our impact is instrumental because a lot of the time we're the first people that clients come into contact with throughout the organization. I try to be as friendly and welcoming as possible because I know that we're the first face that they're meeting," she explained.

Celebrating her one-year anniversary at WeTravel this past March, Sarah describes her affinity for the company culture. "I enjoy the fact that everyone is encouraged to be themselves. WeTravel is very inclusive, and that can be felt. I also appreciate that WeTravel encourages employees to have a healthy work-life balance," she said.

Sarah plays a crucial role as part of WeTravel’s Customer Support team, often being the initial point of assistance for many clients. "I think our impact is instrumental because a lot of the time we're the first people that clients come into contact with throughout the organization. I try to be as friendly and welcoming as possible because I know that we're the first face that they're meeting," she explained.

Although at times challenging, Sarah finds a great sense of fulfillment from helping clients through the challenges they’re facing. "I love seeing the customer's excitement when an issue is resolved. It feels great when I help customers win their disputes. Although the work can sometimes be a bit stressful, it's very rewarding, and my colleagues are now like family," she added.

The Customer Support team is dedicated to delivering an exceptional customer support experience, serving as an invaluable resource for WeTravel’s clients. While many companies are exploring the use of artificial intelligence (AI), Sarah clarifies why AI can be a helpful tool but not a replacement for customer support roles. “A lot of people, when they reach out, still want to speak to a human. We can provide empathy and assurance that a computer simply cannot. However, I do appreciate the assistance of AI," she said.

Looking forward, Sarah is filled with excitement as she anticipates growth, both personally in her role and for WeTravel as a company. "I envision WeTravel growing and getting bigger. I feel like we're already up there because of the awards that we're winning alongside other big-name companies - I foresee us growing even more," she voiced.

If you are interested in joining WeTravel’s team, view our open job opportunities here.