Senior Customer Support Operations Specialist

Refer talent and get a USD 1,000 referral bonus for a successful hire.

GET TO KNOW US

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand https://www.g2.com/categories/virtual-data-room?tab=highest_rated 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) https://www.idealsvdr.com/: Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.

Ideals Board https://idealsboard.com/: 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...