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Customer Care Specialist (Technical Support)

Riot· Customer Success
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ParisPermanentPosted 3mo ago

About the role

Customer Care role in Riot's Customer Operations team focusing on handling complex, technical client requests, improving automation, and contributing to product support and knowledge resources for a cybersecurity awareness platform.

Responsibilities

  • 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).

Qualifications

  • 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.
  • Continuous improvement mindset: autonomous and results-driven.
  • Professional English and fluent French (written and spoken).
  • Experience with Intercom / Fin or a similar AI support agent.
  • Familiar with automation tools (n8n, Zapier), and day-to-day tools: Linear, Hubspot, Notion.
  • Experience writing and maintaining a knowledge base or Help Center.
  • Strong customer empathy: anticipate clients' needs and build trust.
  • Motivated by the mission; cybersecurity expertise not required.

Skills

Required:Ticket handling (Fin/Intercom)Technical issue diagnosisDocumentation & knowledge sharing
Nice to have:Product feedback & automation

Benefits

  • Office in Paris (Canal Saint Martin) with hybrid/onsite expectations implied by on-site
  • Collaborative team culture
  • Opportunity to contribute to product iteration and automation
  • Growth and scale with a fast-growing startup
  • Possible exposure to AI-assisted processes in hiring (AI tools in recruitment)
Last updated Jul 15, 2026. Interested? Apply on the company site.
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About Riot

Cybersecurity awareness for fast growing companies

Riot is a SaaS platform to easily set up a cybersecurity awareness program for teams. We're making tools to protect your employees, and therefore protecting your company.

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