Senior Customer Support Operations Specialist

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iDeals

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2008

🤝 B2B

🏢 Enterprise

☁️ SaaS

B2B • Enterprise • SaaS

iDeals is a global company offering numerous career opportunities across various fields such as customer support, engineering, information technology, marketing, and sales. With locations in Brazil, Frankfurt, India, Madrid, Milan, Prague, and Ukraine, iDeals provides positions ranging from entry-level customer support roles to senior engineering and technical management roles. They focus on helping businesses across the globe through collaboration and innovation, encouraging applications and referrals to build a diverse team. The company emphasizes their global impact and commitment to aiding business growth.

📋 Description

• 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

🎯 Requirements

• 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) • 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

🏖️ Benefits

• Remote-first flexibility to shape your ideal workday • Home workplace budget • Resilient home budget for Ukraine-based teammates • Resilient office in Kyiv & co-working expense coverage • Individual IT budget for extra equipment • Top-tier tech and AI-powered tools • Access to Ideals Academy with numerous courses • Investment in external learning and development activities • Guidance in Personal Development Plan creation • Professional literature and subscriptions coverage • Support of your passion as a speaker or writer • Internal talent mobility opportunities • Medical insurance and Wellness Package for sports activities • Full coverage of mental health sessions for Ukrainian teammates • Funding for sports competitions • 20 business days of paid time off per year • Unlimited health-related time-off • Budget for meetups with your local team • Generous internal referral program