Rydoo

Customer Support Representative, Enterprise Focus

Rydoo

full-time

Posted on:

Location Type: Hybrid

Location: Manila • Philippines

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About the role

  • 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.

Requirements

  • A bachelor’s degree, or equivalent via experience.
  • The ability to speak, write and read English as if it was your mother tongue.
  • A very rigorous and organized mindset, able to multitask.
  • Ability to stay calm when facing difficult customers.
  • Ability to handle demanding customers in a respectful manner.
  • Know how to set expectations and how to say no when requests do not meet Rydoo Expense SAAS vision.
  • Comfortable using a Customer Support tool.
  • Experience working with customer support in multiple languages.
  • Experience acting as a SPOC with Enterprise level customers is a strong plus.
  • Experience in a SAAS environment is a great advantage.
  • Living in Metro Manila area.
Benefits
  • Competitive pay with benefits
  • Challenge of a lifetime and career progression
  • Wonderful international team - *ain't no family like the Rydoo family!*
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportissue resolutionproduct knowledgemultilingual supportSPOCSAAS experienceproblem investigationmanuals maintenancehelp articles updating
Soft Skills
customer satisfactionempathyorganizationmultitaskingcalmness under pressurerespectful communicationexpectation managementfeedback sharingcollaboration
Certifications
bachelor's degree