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

1 day, 21 hours ago
Full-time
Junior
Customer and Technical Support
Valatam

Valatam

Valatam provides experienced virtual assistant services from Latin America, enabling growing businesses to streamline their operations by managing administrative tasks, social media, customer service, and sales, thereby allowing entrepreneurs to focus ...

Professional Services
11-50
Founded 2016

Description

  • Own and manage the Intercom inbox and chat-based support.
  • Handle live support 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 communications align with the company’s brand tone and voice.
  • Strengthen support infrastructure to reduce dependence 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 is non-negotiable.
  • Experience building workflows, automations, and AI-powered help desk systems.
  • Familiarity with internal documentation tools such as Notion and 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 setup, stable internet of at least 10 Mbps down and 2 Mbps up, and a backup connection.
  • Must be available to work full-time (40 hours per week) from Venezuela, Colombia, Peru, Ecuador, Argentina, Nicaragua, Guatemala, or El Salvador.
  • Must be available for the first four months without travel commitments.

Benefits

  • Competitive US salary.
  • Annual pay increments.
  • Discretionary client bonuses, with 80% of clients awarding year-end bonuses.
  • 7 U.S. federal holidays plus 4 paid PTO days.
  • Monthly medical insurance stipend after meeting eligibility criteria.
  • Birthday and anniversary bonuses plus a gym/wellness allowance.
  • Unlimited online fitness classes, company events, and Christmas celebrations.

Interested in this position?

Apply directly on the company website

Apply Now

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