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Customer Support Representative (English and Spanish) at Ideals. Remote Location: Colombia. Kindly ask you to send your CV in English. 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-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’re looking for a . Customer Support Representative. , based remotely in. Colombia. , to join our fast-growing multinational team. This role offers a clear path for professional development, with opportunities to advance to a more Senior Customer Support position and explore other roles within the Support Team or related departments.. In this key role, you will directly impact delivering best-in-class customer experience across multiple regions, mainly within LATAM and the US. You will contribute to our rapid growth and a top-rated product on G2 for 5 years straight, known for intuitive use and exceptional service.. You will work closely with Customer Support, Quality Control, and Knowledge Management teams, and collaborate with other cross-functional teams, under the guidance of the Customer Support Lead.. Schedule. : full-time, 40-hour per week remote position.. Monday till Friday: 8-hour rotating shifts, plus a 30-minute break. Morning shifts begin at 8:00 AM, 9:00 AM, or 10:00 AM. Afternoon shifts begin at 12:00 PM or 1:00 PM.. Two weekend shifts (Saturday or Sunday) per month.. You will always have two consecutive days off each week.. What you will do. Provide non-high-volume but exceptional customer support via chats & emails (90%), and calls (10%) - around 100 requests per month. Maintain a Customer Satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions. Proactively stay informed about product updates and process changes. Ensure strict confidentiality of client information following the company’s security policy. Collaborate with Engineering and Product teams to escalate and resolve complex customer issues. Support internal teams (Accounting, Customer Success, etc.) by completing assigned tasks. What you bring. At least 2 years of proven experience in a remote Customer Support role. Fluency in English and Spanish (C1 level). with exceptional verbal and written communication skills. Strong analytical and problem-solving skills, with a meticulous attention to detail. Demonstrated ability to take ownership of tasks and work independently. Strong customer-centric mindset. Nice to have. Experience of providing customer support to B2B clients. Experience in collaboration with international teams. Our assessment process. Intro call with the Talent Acquisition Specialist (30 mins). Language Test task (1 hour). Test Task (up to 3 hours) combined with a Role Play (up to 1 hour). Competency-based interview with the Talent Acquisition Specialist (90 mins). Interview with the Hiring Manager (60 mins). What we offer . We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.. For your best work. Remote-first flexibility to shape your ideal workday. Home workplace budget . Co-working expense coverage. Individual IT budget for extra equipment. Top-tier tech and AI-powered tools. For your growth. 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. For your well-being. Tailored Wellness Package for your physical and mental health. Funding for sports competitions. Health-related time-off. Extra perks. Team-building offline and online 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.. Discover more. Ideals is an equal opportunity employer. Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.