Rydoo

Customer Support

• Provide world class customer support through chat and email tickets.
• After intensive training, act as the main point of contact for product issues towards a portfolio of strategic clients.
• Attend regular update calls with the assigned customers, in collaboration with the Relationship Manager.
• Ensure customer satisfaction by delivering reliable, professional support at all times.
• Maintain a positive, empathetic, and professional attitude in every customer interaction.
• Respond promptly and accurately to all customer inquiries.
• Acknowledge, investigate, and resolve customer complaints while taking full ownership of all necessary follow‑up (internal and external).
• Develop a solid expertise and knowledge of the Rydoo product to confidently answer questions and deliver effective solutions. Our key customers have solid understanding of Rydoo, and the CSR must develop a high level of expertise to be able to advise daily administrators of the platform.
• Identify whether an issue stems from a misconfiguration, a product bug, or a feature request.
• Collaborate and coordinate with colleagues across teams to ensure smooth and timely issue resolution.
• Share feedback to continuously improve customer service processes and team efficiency.
• Use translation tools to support customers in multiple languages.
• Maintain and regularly update manuals, help articles, and macros in sync with product releases.
• Lead or participate in side projects focused on improving Customer Support processes and operations.

Customer Support Representative, Enterprise Focus

Onboarding Specialist

• Serve as the primary point of contact for new customers, guiding them through the onboarding process and ensuring a smooth transition onto Rydoo.
• Assist customers in setting up and configuring their accounts, including roles, permissions, and integrations, to align with their business requirements.
• Conduct product training sessions to educate the admin on platform features, functionalities, and best practices for optimal usage.
• Develop and maintain onboarding documentation, tutorials, and knowledge base articles to facilitate self-service and empower customers to onboard independently.
• Collaborate with the csm, product and marketing teams to create educational resources, webinars, and training materials to support customer onboarding efforts.
• Adhere to Rydoo’s Information Security Policy, best practices and participate in regular security trainings

Customer Support Representative, Enterprise Focus

Senior Onboarding Manager, French Speaking