Customer Care Specialist

We're a product-first team on a mission to help grow the cybersecurity culture 🔐

We want to instill cybersecurity good practices to employees in a way that's actually effective, and entertaining enough so that employees don't feel like they're working. Think Duolingo but for cybersecurity.

We created a platform to easily rollout a cybersecurity awareness program: the platform sends chat-based 4-minutes long courses to teams. Following the courses, the other side of the platform simulates phishing attacks, to prepare employees to face hackers, but in a safe environment.

Created in 2020, Riot has raised $45m with leading investors (Y Combinator, Left Lane, Base10, Funders Club and First Capital) and is now protecting more than 2,000,000 employees in over 2,000 companies (including Intercom, Deel, and Deezer) all over the world.

Cybersecurity is everywhere. It's impacting everyone, everyday, and it's becoming the number one risk to any organization, whether it's a small business or a big firm. Yet, the cybersecurity culture in most companies is a disaster. Hackers are leveraging this by targeting the weakest link: the employees. We're on a mission to fix that.

As a Customer Care, you join our Customer Operations team on the front line of client support: you take ownership of clients' most complex, technical requests and resolve them quickly and well. Over time, you also turn the recurring ones into AI automations, helping support scale with our growth.

What you will do 🤝

• Handle complex tickets via Fin/Intercom (email + chat) : around 75-80 requests handled per week.
• Diagnose and resolve technical issues (configuration, integrations, connectivity, data/reporting), and reproduce bugs when needed.
• Simplify: translate technical topics into clear, understandable language for the client.
• Document reproduction steps and escalate to engineering with the necessary context (via Linear); track bugs and workarounds through to resolution while keeping the client regularly updated.
• Surface product feedback coming from tickets (via Linear) to contribute to product evolution.
• Spot recurring cases and turn them into Fin automations (content, guidance, answers), test their effectiveness, verify improvement, and adjust.
• Keep the internal knowledge base and Help Center up to date, in line with weekly product releases.
• Produce Help Center articles to help customers become more self-sufficient (Riot is a company where the product moves fast).
• Contribute to the continuous improvement of the support team (automation, AI).

Who you are 🪪

• You have 2+ years of experience in support / tech support / CX, ideally in SaaS / tech.