🦸🏻 Customer Support Representative (India)

to Know Us iDeals is a global B2B SaaS product company recognized as the most highly rated and customer-centric in a secure business collaboration market. Trusted by more than 1,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stake business decisions. We achieve this by delivering intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours: iDeals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals. iDeals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way. The Role We are seeking a dedicated Customer Support Representative, based remotely in India, to join our dynamic multinational team. In this pivotal role, you will contribute to delivering exceptional customer experiences by working closely with Customer Support, Quality Control, and Knowledge Management, under the guidance of the Head of Customer Support. As a passionate service professional, you will play a key role in building and maintaining strong customer relationships by addressing inquiries and resolving issues with efficiency and professionalism. Your collaboration with colleagues across APAC (India, China), LATAM, and EMEA regions will drive our global impact, ensuring customer satisfaction and continuous service improvement. Flexible schedule: 80% of shifts during standard business hours; 20% during early/late hours. What You Will Do Process client requests via chats, emails (90% of channels), and calls (10%) Conduct continuous in-depth study of product and process updates Ensure strict confidentiality of client information in accordance with the company’s security policy Interact with the Engineering and Product teams to solve client cases Regularly update information based on all support channels, technical, and product changes Complete tasks for internal customers What We Look For At least 3 years of experience in a SaaS product support role, preferably within international teams and remote-first setups English fluency (C1 level) with excellent oral and written communication skills Exceptional analytical and operational thinking skills with a keen attention to detail Demonstrated responsibility and decision-making abilities Customer-focused approach Nice To Have Additional language (German, French, Spanish) at Upper Intermediate level Our Interview Process We believe in competency-based interviews combined with work samples and we share clear expectations for each element. Our interview assignments simulate what it’s like to work at iDeals and the types of tasks you’ll tackle. Here are the stages of the interview process for this role: • Spark Hire one-way video interview (~20 mins) - optional • Interview with the Talent Acquisition Specialist (~20 mins) • Written test task (up to 2 hours) • Test task (up to 4 hours) combined with a Role Play (up to 1,5 hours) • Competency-based interview with the Talent Acquisition Specialist (60 mins) • Hiring Manager interview (60 mins) What We Offer We highly value our people, so we will provide you with all the resources and support you need to succeed. For your work • Remote-first model with teams distributed globally • Home office set up budget • High-end laptop, monitor and any additional IT equipment needed • Reimbursement of co-working space expenses For your well-being • Wellness budget for sports, yoga, mental, and other health-related activities • Reimbursement of participation in sports competitions • Paid time off following the legislation and common market practice