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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.

If you have someone to refer, Ideals offers the bonus of 2000 USD for successful hire.

Schedule: full-time, 40-hour per week remote position.

• Monday through Friday: 8-hour rotating shifts, plus a 30-minute 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 non-high-volume but exceptional customer support via chats & emails (90%), and calls (10%) – around 100 requests per month
• 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 you bring

• 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)