ideals - Senior Customer Support Operations Specialist

Remote - Ukraine3w ago

Remote Senior EMEA Customer Support Specialist Customer Support Manager Jira Documentation Monday.com Confluence Reporting

Requirements

• 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; • 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. • 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) • Confident use of GenAI tools to accelerate analytical, documentation, and automation tasks • 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 • Experience with Intercom/Fin or other AI-powered customer support tools • Previous experience owning support improvement initiatives, automation backlog, or operational reporting • Basic understanding of AI agent performance metrics, automation rate, response quality, customer effort, or contact driver analysis • OUR ASSESSMENT PROCESS • Screening call with the Talent Acquisition Specialist (45 mins) • Test Task (around 3 hours) • Competency-based interview with the Talent Acquisition Specialist (up to 1.5 hours • Interview with the Customer Support Director

Responsibilities

• 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

Benefits

• We highly value our people, so we will empower you with all the resources and support to help you reach your full potential. • FOR YOUR BEST WORK • 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 • FOR YOUR GROWTH • 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 • FOR YOUR WELL-BEING • 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 • 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 create a team where talents feel at ease and work to the best of their abilities. • Discover more https://ideals.jobs/our-culture/.