Senior Customer Support Operations Specialist

About the role

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. 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 with the main goal of enabling the Support team to deliver a consistent, high-quality customer experience to a global user base. 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, and better visibility into AI performance through reporting and insights. You will report to the Customer Support Director, Nina Zabolotna https://www.linkedin.com/in/nina-zabolotna/, and collaborate closely with Customer Support Leads, the Quality & Training Lead, the Knowledge Manager, and the Product and Business Process Automation teams.

Key facts

What you'll 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 across the organization.

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 of operational projects.

Partner with Quality Assurance and Knowledge Management to improve AI response quality, knowledge coverage, and process consistency.

Own end-to-end ownership of specific support initiatives from discovery through implementation and outcome validation.

Leverage advanced analytical skills to translate complex support data into structured insights, reports, and data-driven recommendations.

Confidently use GenAI tools to accelerate analysis, documentation, process design, and operational tasks in a fast-paced environment.

Collaborate effectively with cross-functional teams such as Support, Product, Knowledge Management, Quality, and Engineering to align on priorities and execution.

Requirements

Advanced English proficiency (C1 level) is required for effective communication and collaboration.

3+ years of experience in Customer Support Operations, or a similar operational role focused on process and analytics.

Hands-on experience with helpdesk tools, support workflows, routing logic, macros/snippets, dashboards, and process automation is essential.

Practical experience with no-code / low-code tools to improve workflows and reduce manual effort is mandatory.

Confident use of GenAI tools to accelerate analysis, documentation, process design, and operational tasks is expected.

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 such as Jira, Monday.com, Confluence, and Guru is required.

Strong critical thinking, ownership, and a proactive problem-solving mindset are non-negotiable.

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 is a preferred asset.

Previous experience owning support improvement initiatives, automation backlog, or operational reporting is valued.

Basic understanding of AI agent performance metrics, automation rate, response quality, customer effort, or contact driver analysis is a preferred addition.

Practical notes

This role is based in Ukraine and is a full-time position.

The assessment process includes a screening call with the Talent Acquisition Specialist (45 mins), a test task (around 3 hours), a competency-based interview with the Talent Acquisition Specialist (up to 1.5 hours), and an interview with the Customer Support Director (45 mins).

We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.

For questions about the role, please contact recruiting@ideals.io.

For application instructions, please refer to our careers page https://careers.ideals.io.

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