Customer Care Specialist (Technical Support)

Riot; Paris; Sur place; EUR 45 000 - 60 000; Plein temps

Résumé du poste

Riot is seeking a client-focused support specialist to handle complex Fin/Intercom tickets, diagnose issues, and translate technical topics for customers. You will document steps, escalate with context, and contribute to product evolution.

You will build automated responses for recurring cases, maintain the Help Center, and help the team improve through automation and AI, enabling customers to be more self-sufficient. On-site in Paris with some remote work.

Qualifications

• Minimum 2+ years in support/tech support or CX, preferably SaaS/tech.
• Comfort configuring automations and leveraging AI daily.
• Autonomous, results-driven with a continuous improvement mindset.
• Experience with Intercom/Fin or similar AI support tools.
• Familiarity with automation tools (n8n, Zapier) and platforms like Linear, HubSpot, Notion.
• Experience writing and maintaining a knowledge base or Help Center.
• Strong customer empathy and ability to build trust with clients.
• Not required to be cybersecurity expert, but motivated by the mission.
• Professional English and fluent French (written and spoken).

Responsabilités

• Handle complex tickets via Fin/Intercom (email + chat): ~75–80 requests weekly.
• Diagnose and resolve technical issues (configuration, integrations, connectivity, data/reports).
• Translate technical topics into clear, client-friendly language.
• Document steps and convey context to engineering via Linear, track bugs to resolution.
• Surface product feedback via Linear to support product evolution.
• Create automations for recurring cases; test, verify, and adjust.
• Maintain up-to-date internal knowledge base and Help Center.
• Produce Help Center articles to boost customer self-sufficiency.
• Contribute to continuous improvement of the support team (automation, AI).

Connaissances

2+ years SaaS/tech support experience

Automation & AI usage

Intercom/Fin experience

Automation tools (n8n, Zapier)

Linear, HubSpot, Notion usage

Knowledge base / Help Center authoring

Strong customer empathy

Bilingual English & French (written &

Outils

Intercom

Fin

n8n

Zapier

Linear

HubSpot

Notion

Description du poste

About Riot

We are 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 roll out a cybersecurity awareness program: the platform sends chat‑based 4‑minute long courses to teams. After the courses, the other side of the platform simulates phishing attacks to prepare employees to face hackers, but in a safe environment.

Founded in 2020, Riot has raised $45 million 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) worldwide.

Cybersecurity is everywhere. It’s impacting everyone daily and 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 target the weakest link: the employees. We are on a mission to fix that.

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 elevate 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.
• 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.
• Highly comfortable with technology: you can configure automations and actively use AI in your day‑to‑day.
• Continuous improvement mindset: autonomous and results‑driven.
• Experience with Intercom / Fin or a similar AI support agent.
• Familiar with automation tools (n8n, Zapier) and the other tools used day‑to‑day: Linear, HubSpot, Notion.
• Experience writing and maintaining a knowledge base or Help Center.
• Strong customer empathy: you anticipate clients’ needs and turn every interaction into an opportunity to build trust.
• Not required to be a cybersecurity expert, but motivated by the mission.
• Professional English and fluent French (written and spoken).

Benefits

• Doer: not afraid to get your hands dirty and get things done.
• High standards: expect performance to be nothing short of the best.
• Enthusiast at heart: exhibit passion and excitement over work.

Recruitment Process

• Screening interview with TAM (30 min).
• Manager interview with VP Success, Melanie (45 min).
• A case study with Melanie, VP Success and a member of the CS MM team (1h).
• Meet Ben, our Founder! (30 min).

At Riot, we believe that diversity drives innovation and inclusion fosters belonging. We are committed to building a team that reflects a wide range of perspectives, backgrounds, and experiences. We welcome candidates from all walks of life and are dedicated to creating an environment where everyone feels valued, respected, and empowered to thrive.

Please note that this is an on‑site position with up to 2 days per month of remote work.