Customer Service Representative

divh2Customer Service Representative/h2pIdeals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 300,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours./ppIdeals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions./ppIdeals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making./ph3The Role/h3pTo support our commitment to delivering exceptional client service, we are looking for a highly organized and tech-savvy Customer Service Representative based in Memphis to join our global team./ppThis is a client-facing role that combines remote customer support responsibilities with onsite operational ownership of data recording and express shipping processes. You will play a key part in ensuring that our clients receive not only accurate and secure physical data deliveries, but also timely communication, proactive support, and seamless coordination across teams./ppBeyond managing USB data recording and courier logistics, you will act as a trusted operational partner - bridging client needs with internal stakeholders, resolving inquiries, supporting project-related tasks, and contributing to continuous service improvement./ppAs a standalone team member in our Memphis office, your autonomy, strong decision-making skills, and dedication to achieving the best results will be essential in maintaining high-quality standards across both client support and data operations./ppSchedule: 8-hour working day, Monday to Friday (starting at 7:00 AM or 8:00 AM)./ppLocation: Memphis, TN (Private Office Suite: 8295 Tournament Dr.)./ph3What You Will Do/h3ullipAct as a client-facing point of contact for operational and support inquiries, providing timely updates and resolving issues independently when possible/p/lilipAccurately record client data on USB drives and ensure secure preparation of shipments in compliance with company security standards/p/lilipCoordinate and monitor express courier deliveries worldwide, proactively addressing any delays or delivery issues/p/lilipCommunicate directly with clients and coordinate with internal stakeholders (Engineering, Product, Success) to support client needs and project-related initiatives/p/lilipMaintain USB inventory levels and ensure operational readiness of the Memphis office/p/lilipIdentify workflow improvements and contribute to service optimization initiatives/p/li/ulh3What You Bring/h3ullipFluent English proficiency/p/lilipExperience in remote customer support/p/lilipLegal authorization to work in the United States/p/lilipStrong customer-oriented mindset with the ability to manage both client communication and operational execution/p/lilipAbility to prioritize effectively and balance client communication with operational tasks/p/lilipHigh level of self-management and ability to operate independently in a standalone office environment/p/lilipConfidence operating in Windows or macOS environments, including advanced file management (organizing, compressing, and secure data backups)/p/lilipSoftware proficiency: MS Office (Excel/Google Sheets), Adobe Acrobat, experience using ticketing systems or CRMs (e.g., Jira, HappyFox)/p/lilipProactive use of AI tools to accelerate communication, validate information, and enhance workflow accuracy/p/li/ulh3Nice To Have/h3ullipPrevious experience in SaaS customer support or client operations environments/p/lilipExperience handling high-value or enterprise-level client requests/p/lilipFamiliarity with data security best practices (e.g., encryption tools, secure file transfer methods)/p/lilipExperience coordinating international shipments or working with express courier services (DHL, FedEx, etc.)/p/lilipExposure to cross-functional collaboration within global or remote teams/p/lilipExperience contributing to process improvements or operational optimization initiatives/p/li/ulh3Our Assessment Process/h3ullipScreening call with the Talent Acquisition Specialist (30 mins)/p/lilipTest Task (3 hours)/p/lilipCompetency-based interview with the Talent Acquisition Specialist (1.5 hours)/p/lilipInterview with the Hiring Manager (1 hour)/p/li/ulh3What We Offer/h3pWe highly value our people, so we will empower you with all the resources and support to help you reach your full potential./ph3For Your Best Work/h3ullipIndividual IT budget for extra equipment/p/lilipAdditional home workplace budget/p/lilipTop-tier tech and AI-powered tools/p/li/ulh3For Your Growth/h3ullipAccess to Ideals Academy with numerous courses/p/lilipInvestment in external learning and development activities/p/lilipGuidance in Personal Development Plan creation/p/lilipProfessional literature and subscriptions coverage/p/lilipSupport of your passion as a speaker or writer/p/lilipInternal talent mobility opportunities/p/li/ulh3For Your Well-Being/h3ullip100% employer-paid health insurance for US employees with a 401(k) match program/p/lilipMental health activities reimbursement/p/lilipFunding for sports competitions/p/lilip20 business days of annual leave/p/lilipPaid health-related time-off/p/li/ulh3Extra Perks/h3ullipBudget for remote team gatherings/p/lilipGenerous internal referral program/p/li/ulh3Our Culture/h3pCommitment, 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 create a team where talents feel at ease and work to the best of their abilities./ppIdeals is an equal opportunity employer/ppAt Ideals, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individuals race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you need assistance or an accommodation due to a disability, you may inform us in the Additional information field when submitting your application./p/div