Customer Service Representative

Get to know us

Ideals 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.

Ideals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.

Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making.

The role

To 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.

This 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.

Beyond 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.

As 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.

Schedule: 8-hour working day, Monday to Friday (starting at 7:00 AM or 8:00 AM).

Location: Memphis, TN (Private Office Suite: 8295 Tournament Dr.).

What you will do

Act as a client-facing point of contact for operational and support inquiries, providing timely updates and resolving issues independently when possible
Accurately record client data on USB drives and ensure secure preparation of shipments in compliance with company security standards
Coordinate and monitor express courier deliveries worldwide, proactively addressing any delays or delivery issues
Communicate directly with clients and coordinate with internal stakeholders (Engineering, Product, Success) to support client needs and project-related initiatives
Maintain USB inventory levels and ensure operational readiness of the Memphis office
Identify workflow improvements and contribute to service optimization initiatives

What you bring

Fluent English proficiency
Experience in remote customer support
Legal authorization to work in the United States
Strong customer-oriented mindset with the ability to manage both client communication and operational execution
Ability to prioritize effectively and balance client communication with operational tasks
High level of self-management and ability to operate independently in a standalone office environment
Confidence operating in Windows or macOS environments, including advanced file management (organizing, compressing, and secure data backups)
Software proficiency: MS Office (Excel/Google Sheets), Adobe Acrobat, experience using ticketing systems or CRMs (e.g., Jira, HappyFox)
Proactive use of AI tools to accelerate communication, validate information, and enhance workflow accuracy
Nice to have
Previous experience in SaaS customer support or client operations environments
Experience handling high-value or enterprise-level client requests
Familiarity with data security best practices (e.g., encryption tools, secure file transfer methods)
Experience coordinating international shipments or working with express courier services (DHL, FedEx, etc.)
Exposure to cross-functional collaboration within global or remote teams
Experience contributing to process improvements or operational optimization initiatives
Our assessment process
Screening call with the Talent Acquisition Specialist (30 mins)
Test Task (3 hours)
Competency-based interview with the Talent Acquisition Specialist (1.5 hours)
Interview with the Hiring Manager (1 hour)

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

Individual IT budget for extra equipment

Additional home workplace budget

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

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

Mental health activities reimbursement

Funding for sports competitions

20 business days of annual leave

Paid health-related time-off

Extra perks

Budget for remote team gatherings

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

Discover more.

Ideals is an equal opportunity employer

At 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 individual’s 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.