Job Overview
Location
Ukraine
Job Type
Full-time
Category
Customer Support
Date Posted
July 9, 2026
Full Job Description
đź“‹ Description
- • Drive operational excellence in Customer Support by owning reporting, process improvement, and AI automation - turning data into decisions and initiatives into outcomes.
- • Own metrics, analytics, tooling, and project delivery to enable the Support team to deliver a consistent, high-quality customer experience.
- • Collaborate closely with Customer Support Leads, the Quality & Training Lead, the Knowledge Manager, and the Product and Business Process Automation teams.
- • 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)
🏖️ 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
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About iDeals Solutions Group Limited
iDeals Solutions Group Limited provides a cloud-based virtual data room platform designed for secure document sharing, due diligence, and collaboration during mergers and acquisitions, fundraising, and corporate transactions. The software enables granular access controls, audit trails, watermarking, and encryption to protect confidential information. Headquartered in London, the company serves financial institutions, law firms, and enterprises in over 30 countries, supporting deal workflows across industries including life sciences, real estate, and energy. Its multilingual interface and 24/7 support aim to streamline complex transaction processes while maintaining compliance with international security standards.
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