Senior Customer Support Operations Specialist

iDeals

Senior Customer Support Operations Specialist at Ideals focusing on operational excellence and AI support automation. Working with global teams to enhance customer support and performance.

Posted 7/7/2026full-timeRemote • 🇺🇦 UkraineSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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)
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
Nice to have: Experience with Intercom/Fin or other AI-powered customer support tools

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Process AutomationRouting LogicMacros / SnippetsOperational DashboardsProcess Documentation

Soft Skills

Critical ThinkingOwnershipProactive Problem-SolvingCollaboration