Senior Customer Support Operations Specialist

About the Position

We are seeking a Senior Customer Support Operations Specialist to drive operational excellence in our global customer support team, focusing on AI automation and process improvement.

Responsibilities

• 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.

Requirements

• 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).
• 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.

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.

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.

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