Customer Support Representative (English and Spanish)

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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 more 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 till Friday: 8-hour rotating shifts, plus a 30-minute break. Morning shifts begin at 8:00 AM, 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)

      What we offer

      We highly value our people, so we will provide you with all the resources and support you need to succeed.

      For your best work

      • Remote-first model with teams distributed globally

        Home office set up budget

        High-end laptop, monitor and any additional IT equipment needed

        Reimbursement of co-working space expenses

        For your well-being

        • Compensation for sports, yoga, mental, and other health and wellness-related activities

          Reimbursement of participation in sports competitions

          Unlimited health-related time off

          For your growth

          • Individual Development Plan based on your career interests

            Generous budget for learning and development activities

            Professional and self-development books and subscriptions compensation

            Ideals’ support of your passion as a speaker or writer

            Internal growth and internal mobility opportunities

            Extra perks

            • Team-building offline events

              Budget for local gatherings in global locations

              Generous internal referral program

              Our culture

              Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we are able to create a team where talents feel at ease and are able to work to the best of their abilities.

              Commitment and Excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further. Our diversity and different perspectives are the foundation of our success. Collaboration and Trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems. Care drives us to create a positive work environment and make everyone feel valued. We also stand for Idealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

              Idealers work in a remote-first model, meaning we collaborate from anywhere – either home, cafe, co-working space, or one of our offices. Some roles may have specific location-based requirements, including in-office and client interactions. Despite being located across the globe, we stay connected through the latest tools and technologies, ensuring that everyone on our team feels surrounded by teammates and engaged with our common goals.

              Ideals is an equal opportunity employer

              Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.