Professional Premier Service Representative

Get 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-stakes business decisions. We achieve this by delivering extremely 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

As our global enterprise client base expands, we are looking for a Professional Premier Service Representative to join us remotely in the United States. You will be the first member of this team in the US, playing a pivotal part in supporting and driving satisfaction for our largest enterprise customers. 

We have maintained a top-rated G2 ranking for 5 years in a row by delivering exceptional client service. You will work closely with the Business Development and Customer Success teams to elevate the experience of our products and services. Your client-first approach and problem-solving mindset will help us grow our US client base and strengthen long-term client relationships as we scale.

Tech stack in use: Jira, HappyFox, Intercom, Aircall

Please note that at this time we are only able to hire in the following states: Illinois, New York, Alabama, Florida, Georgia, Tennessee, and Texas.

What You Will Do

• Respond to client requests via chats, emails (main channels), and calls 
• Collaborate with the Sales and Customer Success Teams to meet client needs
• Lead complex projects for large Enterprise clients, ensuring smooth execution and delivery
• Stay informed on products and process changes through continuous learning
• Regularly update information across support channels, reflecting technical and product changes

What We Look For

• 2+ years of experience in customer service or support roles 
• Previous experience working in customer service or support at a B2B company
• Extensive experience with technical or SaaS products 
• Proficiency in ticketing and chat systems (e.g., Intercom, Zendesk, etc)
• High technical literacy, with strong problem-solving skills and attention to detail 
• Excellent communication skills with a focus on client satisfaction and clarity
• Solid decision-making skills and a sense of responsibility
• Fluency in English

Nice To Have

• Fluency in Spanish, Portuguese and/or French 
• Knowledge of file-sharing platforms and tools (i.e. SharePoint, GoogleDrive, DropBox)
• Knowledge of the Virtual Data Room space 
• Strong Microsoft Excel skills

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 type of tasks you’ll tackle. Here are the stages of the interview process for this role:

• Screening call with the Talent Acquisition Specialist (~30 mins)

• Writing task (1-2 hours)

• Competency-based interview with the Talent Acquisition Specialist (90 mins)

• Assignment (2-4 hours) & role play interview with the Hiring Manager (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

• 100% employer-paid health insurance for US employees with a 401(k) match program

• Mental health activities reimbursement

• Reimbursement of participation in sports competitions

• 20 business days of annual leave

• Unlimited health-related time off

For your growth

• Individual Development Plan based on your career interests 

• Generous budget for learning and development activities

• Professional and self-development books and subscriptions compensation

• Ideals' support of your passion as a speaker or writer

• Internal growth and internal mobility opportunities

Extra perks

• Team-building offline events

• Budget for local gatherings in global locations

• Generous internal referral program

Our Culture

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 are able to create a team where talents feel at ease and are able to work to the best of their abilities.

Commitment and Excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further. Our diversity and different perspectives are the foundation of our success. Collaboration and Trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems. Care drives us to create a positive work environment and make everyone feel valued. We also stand for Idealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

Idealers work in a remote-first model, meaning we collaborate from anywhere – either home, cafe, co-working space, or one of our offices. Some roles may have specific location-based requirements, including in-office and client interactions. Despite being located across the globe, we stay connected through the latest tools and technologies, ensuring that everyone on our team feels surrounded by teammates and engaged with our common goals.

Ideals is an equal opportunity employer