Customer Support Representative

Summary

Join Ideals, a leading B2B SaaS company, as a Customer Support Representative based in Ukraine. Contribute to our growth by providing best-in-class customer experience across multiple regions. You will process client requests via various channels, stay updated on product changes, maintain confidentiality, and collaborate with internal teams. This role requires 2+ years of customer support experience in IT or related fields, fluency in English and French, and excellent communication and problem-solving skills. Ideals offers a remote-first work model, comprehensive benefits including medical insurance, paid time off, and professional development opportunities, and a supportive and collaborative work environment.

Requirements

• 2+ years of experience in customer support within IT, Telecommunication, or Outsource domains
• Fluent English and B1+ level French proficiency (both spoken and written)
• Excellent communication skills with a client-focused mindset
• Strong analytical and problem-solving abilities with attention to detail
• Solid decision-making skills and a sense of responsibility

Responsibilities

• Process client requests via chats, emails (main channels), and calls (10% of requests)
• Stay up to date on product and process changes through continuous learning
• Maintain strict confidentiality of client information in line with the company’s security policy
• Collaborate with Engineering, Product, and PMO teams to solve client cases
• Regularly update information based on all support channels, technical and product changes
• Assist internal teams (Sales, Customer Success) with their support needs

Benefits

• Remote-first model with teams distributed globally
• Home office set up budget
• High-end laptop, monitor and any additional IT equipment needed
• Reimbursement of co-working space expenses
• Medical insurance with flexible coverage
• Compensation for sports, yoga, mental, and other health and wellness-related activities
• Reimbursement of participation in sports competitions
• 20 business days of paid time off per year
• Unlimited health-related time off
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• Ideals’ support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities
• Team-building offline events
• Budget for local gatherings in global locations
• Generous internal referral program