Senior Customer Support Operations Specialist

Job description

Refer talent and get a USD 1,000 referral bonus for a successful hire. GET TO KNOW US Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand https://www.g2.com/categories/virtual-data-room?tab=highest_rated 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) https://www.idealsvdr.com/: Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions. Ideals Board https://idealsboard.com/: Board and leadership collaboration platform for faster, safer, and more compliant decision-making. THE ROLE Ideals now has a strong focus on empowering our global teams with tools and services that maximize performance and value as we scale from 500+ people across 30+ locations to even greater heights. To power our current growth, we are looking for a Senior Customer Support Operations Specialist. You will drive operational excellence in Customer Support by owning reporting, process improvement, and AI automation - turning data into decisions and initiatives into outcomes. In this role, you will own metrics, analytics, tooling, and project delivery. The main goal is to enable the Support team to deliver a consistent, high-quality customer experience. Our ideal candidate previously held a leadership or senior operations position and is now looking to focus deeply on the operational and analytical side of the function, without managerial tasks and direct reports. Success in this role will be reflected in: - Improved automation effectiveness across Fin AI and Intercom AI Agent; - Stronger AI response quality and consistency; - Reduced customer effort in support interactions; - Better visibility into AI performance through reporting and insights. You will report to the Customer Support Director, Nina Zabolotna https://www.linkedin.com/in/nina-zabolotna/, and collaborate closely with Customer Support Leads, the Quality & Training Lead, the Knowledge Manager, and the Product and Business Process Automation teams. WHAT YOU WILL DO - Help shape and continuously improve how AI supports our customers by optimizing the Intercom AI agent / Fin, its knowledge sources, and its operational setup - Maintain key support operational dashboards, and turn data into actionable insights for relevant stakeholders - Analyze support request patterns to identify top contact drivers, recurring issues, automation opportunities, and customer friction points - Design and implement support workflow improvements using no-code / low-code tools, including routing logic, triggers, snippets, and helpdesk automation - Manage the support improvement backlog: prioritize initiatives, track progress, coordinate dependencies, and ensure timely delivery - Partner with Quality Assurance and Knowledge Management to improve AI response quality, knowledge coverage, and process consistency WHAT YOU BRING - Advanced English proficiency (C1 level) - 3+ years of experience in Customer Support Operations, or a similar operational role - Hands-on experience with helpdesk tools, support workflows, routing logic, macros/snippets, dashboards, and process automation - Practical experience with no-code / low-code tools to improve workflows and reduce manual effort - Confident use of GenAI tools to accelerate analysis, documentation, process design, and operational tasks - Strong analytical skills and the ability to translate support data into structured insights, reports, and improvement recommendations - Proficiency in process documentation tools and project tracking systems (e.g., Jira, Monday.com, Confluence, Guru) - Confident use of GenAI tools to accelerate analytical, documentation, and automation tasks - Strong critical thinking, ownership, and a proactive problem-solving mindset - Ability to effectively collaborate with cross-functional teams such as Support, Product, Knowledge Management, Quality, or Engineering NICE TO HAVE - Experience with Intercom/Fin or other AI-powered customer support tools - Previous experience owning support improvement initiatives, automation backlog, or operational reporting - Basic understanding of AI agent performance metrics, automation rate, response quality, customer effort, or contact driver analysis OUR ASSESSMENT PROCESS - Screening call with the Talent Acquisition Specialist (45 mins) - Test Task (around 3 hours) - Competency-based interview with the Talent Acquisition Specialist (up to 1.5 hours) - Interview with the Customer Support Director (45 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 sport-related 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. Discover more https://ideals.jobs/our-culture/. 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.