Customer Care Specialist (Technical Support)

Job description

### **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. - You're highly comfortable with tech: you pick up new tools quickly, can configure automations and set up integrations autonomously, and actively use AI in your day-to-day. - You have a continuous improvement mindset : you're autonomous and results-driven. - You have professional English and fluent French (written and spoken). - You have experience with Intercom / Fin or a similar AI support agent. - You're familiar with automation tools (n8n, Zapier), and the other tools you'll use day-to-day: Linear, Hubspot, Notion. - You have experience writing and maintaining a knowledge base or Help Center. - You have strong customer empathy: you anticipate clients' needs and turn every interaction into an opportunity to build trust. - You don't need to be an expert in cybersecurity, but you're motivated by the mission. ### It will be a cultural fit if 🫂 - You're a doer: not afraid to get your hands dirty and get things done - You have high standards: expect performance to be nothing short of the best - You are an enthusiastic at heart: exhibit passion and excitement over work ### Why join us at Riot 💜 - Join a healthy-financial company: we're financially strong and highly capital-efficient. Fundraising fuels our momentum, enabling us to scale faster and unlock new growth opportunities - Contribute to a fast-growing startup with a strong vision and high ambitions, backed by clear business goals. We've tripled our revenue over the past three years, and we plan to grow from €20M to €40M ARR in 2026. - Experience the energy of a collaborative team in our modern and cosy office located in heart of Paris: Canal Saint Martin ### Recruitment process 🎙️ - Screening interview with our TAM (30 min) - Manager interview with Milan, Head of Customer Ops (45min) - Onsite case study with Milan and Joséphine, Customer Ops (1h) - Meet Louis, our Founder! (30 min)