Customer Support Representative at Rydoo

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Chat Support, Email Support, Empathy, Professionalism, Product Knowledge, Issue Resolution, Collaboration, Bug Identification, Documentation Maintenance, Process Improvement, Translation Tools, Multitasking, Expectation Setting, Customer Support Tool Usage

Industry

Software Development

Description

Since 2020, Semine has been building AI-driven technology designed to eliminate the repetitive, manual tasks that slow down accounting teams. By automating accounts payable processes and reducing administrative burden, Semine empowers finance professionals to focus on analysis, strategy, and value creation rather than data entry. In July 2025, Semine joined forces with Rydoo and is now a Rydoo company. Together, we are advancing a shared vision: simplifying financial operations through intelligent automation. By combining Semine’s AI expertise in accounts payable with Rydoo’s trusted expense management platform - used by more than one million users worldwide - we are creating a comprehensive, AI-powered solution that streamlines both expenses and payables in one seamless ecosystem. As a global team of more than 200 professionals, we believe technology should make complex processes simpler and more efficient. If you’re driven to build impactful solutions and shape the future of financial automation, you’ll fit right in. Rydoo / Semine in a snapshot Ambitious international team 33 nationalities speaking over 15 languages 240+ employees across multiple countries Easy-to-use spend management app available on iPhone and Android Supporting over 10,000+ clients and 1 million+ users worldwide 4.6 employer score on Glassdoor Hybrid work policy The Role A Customer Support Representative (CSR) at Semine plays a pivotal role in educating our users and driving successful product adoption. Acting as the first line of support, the CSR responds to inquiries received via chat or email from users across all roles within the Semine Expense platform. Semine CSRs approach every interaction with empathy, professionalism, and a deep command of product knowledge. They ensure quick, accurate, and satisfying resolutions to a wide variety of customer issues. Regardless of the user’s role, the CSR is skilled at asking targeted questions to fully understand the issue and deliver timely, effective solutions. Collaboration is central to this role. The CSR works closely with the Retention, Product, and Development Teams to ensure smooth communication and high-quality outcomes. When identifying bugs or system issues, the CSR follows the appropriate procedures, gathers all required information, and takes ownership of follow-up both with the client and internal stakeholders. In addition to day‑to‑day customer interactions, CSRs also contribute to a range of side projects aligned with their strengths and interests. These may include managing Enterprise customer needs, maintaining customer-facing documentation, or owning specific operational processes within the Support team. Responsibilities Provide support through chat and email. 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. Develop a deep understanding of the Semine product to confidently answer questions and deliver effective solutions. Identify whether an issue stems from a misconfiguration, a product bug, or a feature request. Ensure customer satisfaction by delivering reliable, professional support at all times. 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. 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 calm down aggressive customers in a respectful manner. Know how to set expectations and how to say no when requests do not meet Semine’s SAAS vision. Comfortable using a Customer Support tool. Experience working with customer support in multiple languages. Experience in a SAAS environment is a great advantage. Familiarity with SFTP/API integrations is a strong plus. Familiarity with Accounts Payable and Accounting software is a plus. Living in Metro Manila area. Practicalities You’ll be reporting to the Customer Support Team Lead. You’ll be part of the Customer Success team. Location: Metro Manila Start date: As soon as possible Next to our amazing team, informal & international company culture and our mission to become the number 1 spend and invoice management platform in Europe, we offer some nice benefits that make working at Rydoo / Semine even more fun: Competitive pay with benefits Challenge of a lifetime and career progression Wonderful international team - ain't no family like the Rydoo family! Why Join Us At Rydoo / Semine, we celebrate diversity and are committed to creating an inclusive environment for all employees. We value and encourage ongoing learning opportunities and career progression. Even if you don't tick every box but see yourself contributing, we encourage you to apply. We're more interested in finding a well-rounded individual with a can-do attitude. Your passion, dedication and desire to learn are what matter most to us. Check us out LinkedIn: https://www.linkedin.com/company/rydoo Glassdoor: http://bit.ly/2UujjWJ Instagram: https://www.instagram.com/rydoo/ YouTube: https://www.youtube.com/channel/UCTZYj7vm_ZcsGFL18jWHt_A Inside Rydoo / Semine Blog: https://www.rydoo.com/inside-rydoo/

Responsibilities

The Customer Support Representative acts as the first line of support, responding to user inquiries via chat or email, ensuring quick, accurate, and satisfying resolutions while maintaining professionalism and deep product knowledge. They collaborate closely with internal teams to resolve issues, document bugs, and contribute to side projects like documentation maintenance or operational improvements.