Customer Support Representative (English + French) (вакансія неактивна)

We are looking for a dedicated Customer Support Representative, based in Ukraine, to join our expanding multinational team. This is a unique chance to contribute to our rapid growth and a top-rated product on G2 for 5 years straight, recognized for its intuitive use and exceptional service.

In this key role, you will have a direct impact on delivering best-in-class customer experience across multiple regions (mainly EMEA, partially US, LATAM, and APAC). As part of a passionate and collaborative team, you will build and maintain strong customer relationships by addressing inquiries and resolving issues efficiently and professionally. You will work closely with Customer Support, Quality Control, and Knowledge Management, under the guidance of the Head of Customer Support, ensuring ongoing service improvements as we scale globally.

What You Will Do

• Process client requests via chats, emails (main channels), and calls (10% of requests)
• Stay up to date on product and process changes through continuous learning
• Maintain strict confidentiality of client information in line with the company’s security policy
• Collaborate with Engineering, Product, and PMO teams to solve client cases
• Regularly update information based on all support channels, technical and product changes
• Assist internal teams (Sales, Customer Success) with their support needs

What We Look For

• 2+ years of experience in customer support within IT, Telecommunication, or Outsource domains
• Fluent English and B1+ level French proficiency (both spoken and written)
• Excellent communication skills with a client-focused mindset
• Strong analytical and problem-solving abilities with attention to detail
• Solid decision-making skills and a sense of responsibility

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 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

• Medical insurance with flexible coverage
• Compensation for sports, yoga, mental, and other health and wellness-related activities
• Reimbursement of participation in sports competitions
• 20 business days of paid time off per year
• 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