Customer Support Representative

Job Description

At Rydoo, we make expense management simple, so people can focus on the important work, not their receipts. More than one million users trust us to submit, approve, and control expenses faster and smarter.

Semine shares that same mission. Since 2015, the team has been building AI technology that removes the repetitive, time-consuming parts of accounting, helping finance teams work smarter.

In July 2025, Semine joined forces with Rydoo to shape the future of financial automation. Together, we’re creating a complete, AI-powered platform that simplifies accounts payable and expense management, helping businesses run simpler, faster and smarter financial operations.

We’re a global team of +200 people who believe great tech should make life easier. If you have big ideas and want to build something that actually helps people, 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 Rydoo 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 Rydoo Expense platform.

For this specific role, we are looking for an experienced individual, able to support multiple customers. The main focus of this role will be to cover 2 main missions:

• Act as the main Support POC for some of our strategic customers, in collaboration with a Relationship Manager from the Retention team.
• Participate in the team’s effort to reduce our ticket backlog, by handling regular support tickets on a daily basis.

Rydoo 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 may 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 world class customer support through chat and email tickets.

• After intensive training, act as the main point of contact for product issues towards a portfolio of strategic clients.

• Attend regular update calls with the assigned customers, in collaboration with the Relationship Manager.

• Ensure customer satisfaction by delivering reliable, professional support at all times.

• 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 (internal and external).

• Develop a solid expertise and knowledge of the Rydoo product to confidently answer questions and deliver effective solutions. Our key customers have solid understanding of Rydoo, and the CSR must develop a high level of expertise to be able to advise daily administrators of the platform.

• Identify whether an issue stems from a misconfiguration, a product bug, or a feature request.

• 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 handle demanding customers in a respectful manner.

• Know how to set expectations and how to say no when requests do not meet Rydoo Expense SAAS vision.

• Comfortable using a Customer Support tool.

• Experience working with customer support in multiple languages.

• Experience acting as a SPOC with Enterprise level customers is a strong plus.

• Experience in a SAAS environment is a great advantage.

• 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/