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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 in a secure business collaboration market. Trusted by more than 1,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stake business decisions. We achieve this by delivering intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours:
Ideals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.
Ideals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.
The Role
We’re looking for a Customer Support Representative, based remotely in Colombia, to join our fast-growing multinational team. This role offers a clear path for professional development, with opportunities to advance to a Senior Customer Support position and explore other roles within the Support Team or related departments.
In this key role, you will directly impact delivering best-in-class customer experience across multiple regions, mainly within LATAM and the US. You will contribute to our rapid growth and a top-rated product on G2 for 5 years straight, known for intuitive use and exceptional service.
You will work closely with Customer Support, Quality Control, and Knowledge Management teams, and collaborate with other cross-functional teams, under the guidance of the Customer Support Lead.
Schedule: full-time, 40-hour per week remote position.
• Monday through Friday: 8-hour rotating shifts, plus a break. Morning shifts begin at 8:00AM, 9:00 AM or 10:00 AM. Afternoon shifts begin at 12:00 PM or 1:00 PM.
• Two weekend shifts (Saturday or Sunday) per month.
• You will always have two consecutive days off each week.
What You Will Do
- 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
What We Look For
- At least 2 years of proven experience in a remote Customer Support role
- Fluency in English and Spanish (C1 level) with exceptional verbal and written communication skills
- 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
Our Assessment Process
- Intro call with the Talent Acquisition Specialist (30 mins)
- Language Test task (1 hour)
- Test Task (up to 3 hours) combined with a Role Play (up to 1 hour)
- Competency-based interview with the Talent Acquisition Specialist (90 mins)
- Interview with the Hiring Manager (60 mins)
