Ideals is hiring a Senior Customer Support Operations Specialist to drive operational excellence across its global Customer Support team. If you're passionate about AI-powered support, process automation, analytics, and improving customer experience through data-driven decisions, this is an excellent opportunity to make a significant impact.What you'll doOptimize AI-powered customer support using Intercom AI Agent (Fin) and knowledge sourcesBuild and maintain operational dashboards and transform support data into actionable insightsAnalyze customer support trends to identify automation opportunities and reduce customer frictionDesign and implement workflow automations using no-code/low-code toolsManage the support improvement backlog, prioritizing initiatives and tracking project deliveryPartner with Quality Assurance and Knowledge Management to improve AI response quality and consistencyCollaborate with Product, Engineering, and Business Process Automation teams to enhance support operationsWhat they're looking for3+ years of experience in Customer Support Operations or a similar operational roleAdvanced English proficiency (C1)Experience with helpdesk platforms, support workflows, routing logic, dashboards, and automationHands-on experience with no-code/low-code automation toolsStrong analytical skills with the ability to turn support data into actionable recommendationsExperience using GenAI tools to improve documentation, analysis, and operational workflowsFamiliarity with Jira, Confluence, Monday.com, Guru, or similar project management toolsExcellent problem-solving, ownership, and cross-functional collaboration skillsBonus:Experience with Intercom, Fin AI, or other AI-powered customer support platformsExperience leading support process improvements or automation initiativesUnderstanding of AI support metrics such as automation rate, response quality, customer effort, and contact driver analysisWhy join Ideals?Join a globally recognized B2B SaaS company serving over 2 million users across 300,000+ companiesWork with cutting-edge AI-powered support tools and automation technologiesRemote-first work with home office and IT equipment budgetsAccess to Ideals Academy, external learning opportunities, and career development supportComprehensive medical insurance, wellness benefits, and generous paid time offGrow within a fast-scaling global company focused on innovation and operational excellence
