Get to know us

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.

The role

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 to Friday: 10:00 AM – 6:30 PM (flexible start between 8:00 AM – 9:00 AM is also available)

• No evening or night shifts

• 1 regular weekend shift (Saturday or Sunday) with 2 consecutive days off guaranteed every week

What you will do

• 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

What you bring

• 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

Nice to have

• Experience of providing customer support to B2B clients

• Experience in collaboration with international teams

Our assessment process

• Screening call with the Talent Acquisition Specialist (30 mins)

• Test Task

• Competency-based interview with the Talent Acquisition Specialist (60 mins)

• Interview with the Hiring Manager (30 mins)