Remote Bilingual Customer Support Systems Specialist (English/Spanish) - LATAM

ValatamRemote — Managua, Managua, Nicaragua

Remote Full-time $696/mo - $870/mo

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Experience Level

Experience

Qualifications

Fluent in English (C1/C2) and Spanish with proven experience using Intercom (essential). Demonstrated ability to develop workflows, automations, and AI-supported help desk systems. Familiarity with internal documentation tools (e.g., Notion, Google Workspace) is advantageous. Successful track record managing live chat and addressing support escalations in customer support roles, preferably within SaaS, app-based, or subscription environments. Exceptional communication and problem-solving skills are essential. A quiet home office with reliable internet access (≥ 10 Mbps down / 2 Mbps up) is required.

About the job

About Valatam

At Valatam, we pride ourselves on connecting talented bilingual professionals from Latin America with esteemed global clients. Recognized as a Great Place to Work for 2025-2026, we believe that exceptional work stems from exceptional people.

About the Role

We are in search of a dedicated full-time Customer Support Systems Specialist (Intercom Owner) to take charge of our customer support ecosystem via Intercom. This role demands a professional adept at managing live support escalations while designing, building, and enhancing workflows, automations, and AI-driven systems aimed at minimizing manual workloads and elevating the user experience.

The ideal candidate will possess exceptional written communication skills paired with a strong technical aptitude in help desk automation tools and a systems-thinking approach.

This is a full-time opportunity (40 hours per week) open to candidates located in Venezuela, Colombia, Peru, Ecuador, Argentina, Nicaragua, Guatemala, and El Salvador.

Key Responsibilities

Oversee and manage the Intercom inbox alongside chat-based support.
Address live escalations when the AI chatbot is unable to resolve customer inquiries.
Develop, optimize, and maintain workflows and automations within Intercom.
Utilize AI tools to streamline repetitive inquiries and reduce manual workload.
Enhance support documentation and knowledge base systems.
Identify recurring issues and proactively suggest system enhancements.
Ensure all communications reflect the brand's tone and voice.
Fortify the overall support infrastructure to lessen reliance on manual assistance.
Continuously refine help desk systems and internal processes.

Requirements

Fluency in English (C1/C2) and Spanish.

Hands-on experience with Intercom (mandatory).
Proficiency in building workflows, automations, and AI-enhanced help desk systems.
Familiarity with internal documentation tools such as Notion and Google Workspace.
Experience in managing live chat and support escalations.
Background in customer support within SaaS, app-based, or subscription models.
Outstanding communication and problem-solving capabilities.
Access to a quiet home office, stable internet connection (≥ 10 Mbps download / 2 Mbps upload), and a backup connection.

Benefits

Our Core Values at Work

We embody ACTION (get things done), CARE (assist others and do things right), OUTSTANDING (uphold the highest standards), DEPENDABLE (honor every commitment), and ENERGY (bring positivity each day). If these values resonate with you, you will thrive in our environment.

About Valatam

At Valatam, we connect skilled bilingual professionals from Latin America with global clients, ensuring that our people are at the heart of our success. Our recognition as a Great Place to Work reflects our commitment to fostering a positive and productive work environment.

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