Customer Support Representative (English + German or French)

About the Position

Customer Support Representative (English + German or French)

Join our global team as a Customer Support Representative with proficiency in English, German, or French. This is a remote role with flexible hours and opportunities for professional growth.

About the Company

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.

Responsibilities

• 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

Requirements

• 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

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

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)

We Offer

• 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 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
• Team-building offline and online events
• Local gatherings in global locations
• Generous internal referral program

Apply

We will contact you as soon as possible.