Job Description

About Valatam

We’re Valatam, a team that connects bilingual professionals from Latin America with global clients. Our people are our pride, and we’re thrilled to be certified as a Great Place to Work for the 2025-2026 period, proof that great work starts with great people.

About the Role

We are seeking a full-time Customer Support Systems Specialist (Intercom Owner) to fully own and optimize the customer support ecosystem through Intercom. The position requires a professional who can manage live support escalations while also designing, building, and improving workflows, automations, and AI-driven systems to reduce manual workload and elevate the user experience.

The ideal candidate combines strong written communication skills with technical confidence in help desk automation tools and a systems-thinking mindset.

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

Key Responsibilities

• Own and manage the Intercom inbox and chat-based support.
• Handle live escalations when the AI chatbot cannot resolve issues.
• Build, optimize, and maintain workflows and automations within Intercom.
• Leverage AI tools to reduce repetitive inquiries and manual workload.
• Improve support documentation and knowledge base systems.
• Monitor recurring issues and proactively recommend system improvements.
• Ensure communication aligns with brand tone and voice.
• Strengthen the overall support infrastructure to reduce dependency on manual coverage.
• Optimize help desk systems and continuously improve internal processes.

Requirements

• Fluent English (C1/C2) and Spanish.

• Proven hands-on experience with Intercom (non-negotiable).
• Experience building workflows, automations, and AI-powered help desk systems.
• Familiarity with internal documentation tools (e.g., Notion, Google Workspace).
• Experience managing live chat and support escalations.
• Experience in customer support within SaaS, app-based, or subscription environments.
• Excellent communication and problem-solving skills.
• Quiet home office, stable internet (≥ 10 Mbps down / 2 Mbps up), and backup connection.

Benefits

Our Core Values at Work

We live by ACTION (get things done), CARE (help others and do things right), OUTSTANDING (operate at the highest standards), DEPENDABLE (own every commitment), and ENERGY (bring positivity every day). You’ll thrive here if these values resonate with you.

What We Offer

• Competitive US salary.
• Annual pay increments.
• Discretionary client bonuses (80 % of clients award year-end bonuses).
• 7 U.S. federal holidays + 4 paid PTO days.
• Monthly medical insurance stipend (after meeting eligibility criteria).
• Birthday / Anniversary bonuses + Gym / Wellness allowance.
• Unlimited online fitness classes + company events & Christmas celebrations.

IMPORTANT

We would like to inform you that during the first four months of employment, it is critical that candidates are available to work from the countries listed above and without any travel commitments. This is to ensure a smooth onboarding process and to allow new hires to fully focus on their roles and responsibilities.

If you have a trip already planned within the next four months, we kindly request that you apply for our positions after returning from your trip. We appreciate your understanding and look forward to considering your application once you are available to commit to the role.