Valatam is seeking a full-time Customer Support Systems Specialist (Intercom Owner) to manage and optimize the customer support ecosystem using Intercom. The role involves handling live support escalations, building automations, leveraging AI tools, and improving support systems to reduce manual workload and enhance user experience for global clients.
What You'll Do
- 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.
What We're Looking For
- Fluency in both English and Spanish (bilingual proficiency required for LATAM role).
- Proven experience managing customer support systems, particularly with Intercom.
- Strong written communication skills in both languages.
- Technical confidence in help desk automation tools.
- Ability to handle live support escalations effectively.
- Experience building and maintaining workflows and automations in Intercom.
- Experience leveraging AI-driven tools in customer support environments.
- Systems-thinking mindset to design and improve support infrastructure.
- Ability to improve support documentation and knowledge base systems.
- Proactive approach to identifying and resolving recurring support issues.
- Commitment to maintaining brand tone and voice in all communications.
Nice to Have
- Experience as an Intercom owner or administrator.
- Background in reducing manual support workload through automation and AI.
- Prior experience in a customer-facing technical support role.
- Familiarity with optimizing help desk systems for scalability.
Technical Stack
- Intercom
- AI chatbot platforms
- Help desk automation tools
- Knowledge base systems
- Workflow automation tools
Benefits & Compensation
- Certified as a Great Place to Work for 2025-2026
- Opportunity to work with global clients
- Remote work from home
- Full-time position (40 hours per week)
Work Mode
Remote work available for candidates located in Venezuela, Colombia, Peru, Ecuador, Argentina, Nicaragua, Guatemala, and El Salvador.
Valatam is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.
