In Conversation with Irina Beleva: Why Every Day in Rec Tech Looks Different

Not everyone joins a company because of how the team was hired. Irina Beleva did.

Almost four years in, Irina's remit as Senior Customer Success Specialist stretches well beyond looking after clients - CRM partner integrations, media sales, retention and revenue, hosting webinars and building out our Knowledge Base.

We sat down with her to talk about escaping micromanagement, why listening is underrated, and the small tool that saved the team a lot of hours.

What first brought you to idibu, and what made you stay?

Before idibu, I was in a job where I felt stuck. The management style was very much about micromanaging, and I knew I wanted something with more freedom and room to actually grow.

What attracted me to idibu was the way the team was being built. It wasn't just about someone's experience and skills, but whether they were the right fit for the team and the culture. I really liked that.

I feel like I can be myself, share ideas and try new things, and I know I've got the support to keep developing. That's a big thing for me. Almost four years on, I'm still really enjoying it.

How would you describe your role to someone outside the industry?

I'd say I look after our clients, but there's a lot more to it than that.

I get involved in integrating new CRM partners, media sales, client retention and revenue, and looking at how we can improve the way we work. I also host webinars and create and update educational material for our Knowledge Base.

So it's really a bit of everything: customers, the business, and finding ways to make things work better.

What's the best part of your job?

Seeing how we grow and develop, both as individuals and as a team, and as a business off the back of that. I like being part of it and watching how things change over time.

I also really like that I can have an idea, share it, and sometimes actually see it become something we use. And every day is a little bit different - I think I'd get bored if it was always the same.

Is there a moment or project you're particularly proud of?

Creating our renewals rate calculator. It's a fairly simple tool, but it saves us a lot of time when we're reviewing accounts and renewing contracts.

I like that kind of project because it solves a real problem. It's something we actually use, and it makes a job that used to take much longer far easier.

What's one thing most people don't realise about your role in rec tech?

Recruitment tech is one of the most fast-paced industries there is. Nobody has time for anything and everyone needs everything done yesterday.

You're keeping up with new integrations, job board changes, product updates and new processes, with a lot of problem-solving along the way. And every client is different, so you can't just give everyone the same answer. Quite often you have to adapt to what they need and find a way that works for them.

What's the most rewarding feedback you receive from customers?

One of the nicest things a client has said to me was: "It has been by far one of the best experiences I've had with a Partner/Supplier."

I think it shows how much energy we put into our clients: from onboarding, through technical support, and into their day-to-day work. The goal is to make things easier and smoother, save them time, and let them focus on what actually matters: making money and growing their business.

Knowing we've helped them run their business more smoothly is the best reward.

What skill or habit has been most useful to you working in support for so long?

Active listening, and really paying attention to what people need. Listening is a very underestimated superpower. It's not just about giving someone the right answer, it's about making them feel heard - and that's what builds trust.

I also like to get things done. I don't like waiting around for things to happen, so I try to give my clients the same experience. If I can do something straight away, I will. If I can't, I'll let them know I'm on it rather than leaving them wondering. That simple communication makes a big difference.

Outside of work, what do you enjoy doing?

I love all kinds of sport. Gym and swimming are my go-to, but I'm always trying something new… Aikido is probably next.

Most of the time, though, I'm being entertained by my eight-year-old twinnies, who are my absolute pride and joy. They definitely don't let me get bored. We all love travelling and going on adventures, as the kids call them, so there's always something going on. And when I want to just be still, I like to get stuck into a good book and be taken away by it.

Finally, if you could sum up your time at idibu in three words?

Team. Variety. Growth.

The team and the dynamics are a huge part of why I've enjoyed my time here. Without them, it's just another job. Then the variety, which is perfect for someone who likes to be challenged and stretched. And growth: I've definitely grown both professionally and personally over the last four years.

Why this matters for idibu customers

The person managing your account is also the one working on the CRM integration you rely on, writing the Knowledge Base article you'll search for at 5pm, and running the webinar that shows your team a faster way to work. That overlap means advice comes from someone who has seen the problem from several angles, not just the support queue.

If you're reviewing your current rec tech setup, or want to see what that kind of support looks like in practice, book a discovery call with idibu.