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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
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, 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
