About this Customer Support Representative (English + German or French) role at Ideals
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)
What we offer
We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.
For your best work
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
For your growth
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
For your well-being
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
Extra perks
Budget for meetups with your local team
Generous internal referral program
Our culture
Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities.
Ideals is an equal opportunity employer
Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.
