Customer Support Executive (Memphis, onsite) at Ideals

GET TO KNOW US Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand [Upgrade to PRO to see link] 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) [Upgrade to PRO to see link] Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions. Ideals Board [Upgrade to PRO to see link] 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 Support Executive based in Memphis to join our global team. This is a hybrid client-facing role that combines remote customer support responsibilities with 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 [Upgrade to PRO to see link] 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.