Bilingual Customer Support Systems Specialist (Intercom Owner) - LATAM
V
ValatamSaaS, app-based, or subscription environments
Managua, Managua, Nicaragua. Caracas, Capital District, Venezuela, Bolivarian Republic of. Colombia. Argentina. Peru. EcuadorFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Required Skills
- Google WorkspaceNotion
Requirements
- Fluent English (C1/C2)
- Fluent Spanish
- Proven hands-on experience with Intercom
- 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)
- Backup internet connection
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
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