[Hiring] Customer Support Representative @Ideals

Role Description

The Customer Support Representative role is now open to join our multinational team. This role offers a clear path for professional development, with opportunities to advance to a Senior Customer Support position or explore other roles within the Support Team or related departments.

In this key role, you will directly impact delivering the best-in-class customer experience across the globe, covering multichannel requests. You will contribute to our rapid growth and a top-rated product on G2 for 5 years straight, known for intuitive use and exceptional service.

You will work closely with Customer Support, Quality Assurance, Knowledge Management, and Product and collaborate with other cross-functional teams under the guidance of the Customer Support Lead.

Schedule:

• Full-time remote from any city in Ukraine
• Monday through Friday from 10:00 AM to 6:30 PM (earlier start between 8:00 and 9:00 AM are also available)
• Weekend shifts (Saturday/Sunday), with two consecutive days off guaranteed every week

Qualifications

• 2+ years of proven experience in a remote Customer Support role
• Advanced in English (C1) with exceptional verbal and written communication skills
• Upper-Intermediate French or German (B2)
• Strong analytical and problem-solving skills, with a meticulous attention to detail
• Demonstrated ability to take ownership of tasks and work independently
• Strong customer-centric mindset

Requirements

• Provide exceptional customer support via chats & emails (90%) and calls (10%)
• Maintain a customer satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions
• Proactively stay informed about product updates and process changes
• Ensure strict confidentiality of client information following the company’s security policy
• Collaborate with Engineering and Product teams to escalate and resolve complex customer issues
• Support internal teams (Accounting, Customer Success, etc.) by completing assigned tasks

Benefits

• Remote-first flexibility to shape your ideal workday
• Home workplace budget
• Resilient home budget for Ukraine-based teammates
• Resilient office in Kyiv & co-working expense coverage
• Individual IT budget for extra equipment
• Top-tier tech and AI-powered tools
• Access to Ideals Academy with numerous courses
• Investment in external learning and development activities
• Guidance in Personal Development Plan creation
• Professional literature and subscriptions coverage
• Support of your passion as a speaker or writer
• Internal talent mobility opportunities
• Medical insurance and Wellness Package for sports activities
• Full coverage of mental health sessions for Ukrainian teammates
• Funding for sports competitions
• 20 business days of paid time off per year
• Unlimited health-related time-off
• Budget for meetups with your local team
• Generous internal referral program

Company Description

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours.

• Ideals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.
• Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making.