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Remote Bilingual Customer Support Systems Specialist (English/Spanish) - LATAM at Valatam. 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.. 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.. Company Location: Venezuela, Bolivarian Republic of.