Customer Support Representative (English and Spanish)

Customer Support Representative (English and Spanish)

Colombia

Customer Support

remote

Please send your CV in English.

Get to Know Us

Ideals is a global B2B SaaS company recognized for being highly rated and customer-centric in secure business collaboration.

Trusted by over 1,000,000 users from 175,000 companies worldwide, our mission is to foster prosperity by accelerating high-stakes business decisions through intuitive and robust software products, enabling impactful decisions with less stress, higher quality, and shorter hours:

Ideals Virtual Data Room : A cloud platform for secure confidential document sharing used in online due diligence, fundraising, corporate reporting, licensing, clinical trials, and other business activities.

Ideals Board : A cloud platform with web and mobile apps used by board members, CEOs, and executives to streamline governance and support high-stakes decision-making securely and compliantly.

The Role

We’re seeking a Customer Support Representative , remote in Colombia , to join our expanding multinational team.

This role offers clear opportunities for professional growth, including advancement to a Senior Customer Support position and other roles within the Support team or related departments.

You will directly impact customer experience across multiple regions, mainly LATAM and the US, contributing to our growth and maintaining our top-rated status on G2 for five consecutive years, known for usability and exceptional service.

You will collaborate with Customer Support, Quality Control, and Knowledge Management teams, as well as other cross-functional teams, under the guidance of the Customer Support Lead.

Schedule : Full-time, 40 hours per week, remote.

- Monday to Friday: 8-hour rotating shifts with breaks.

Morning shifts start at 8:00AM, 9:00AM, or 10:00AM.

Afternoon shifts start at 12:00PM or 1:00PM.

- Two weekend shifts (Saturday or Sunday) per month.

- Always two consecutive days off each week.

What You Will Do

• Provide exceptional support via chat, email (90%), and calls (10%).
  
  
• Maintain a Customer Satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions.
  
  
• Stay informed about product updates and process changes.
  
  
• Ensure confidentiality of client information per security policies.
  
  
• Collaborate with Engineering and Product teams to escalate and resolve complex issues.
  
  
• Support internal teams (Accounting, Customer Success, etc.) with assigned tasks.
  
  

What We Look For

• At least 2 years of proven remote Customer Support experience.
  
  
• Fluency in English and Spanish (C1 level).
  
  Excellent verbal and written communication skills.
  
  
• Strong analytical and problem-solving skills, with attention to detail.
  
  
• Ability to take ownership of tasks and work independently.
  
  
• Customer-centric mindset.
  
  

Nice To Have

• Experience supporting B2B clients.
  
  
• Experience collaborating with international teams.
  
  

Our Assessment Process

• Intro call with Talent Acquisition (30 mins).
  
  
• Language Test (1 hour).
  
  
• Test Task (up to 3 hours) plus Role Play (up to 1 hour).
  
  
• Competency interview with Talent Acquisition (90 mins).
  
  
• Interview with Hiring Manager (60 mins).
  
  

Recognition

We are proud of our recognition by customers and teammates:

G2 Market Leader : Based on 500+ reviews, 4.7/5.

Trusted by talent : Based on 100+ reviews, 4.8/5.

Benefits

Enjoy support and autonomy to reach your potential, anywhere in the world:

• Remote-first flexibility.
  
  
• Home workplace budget.
  
  
• Co-working expense coverage.