We build experiences from the inside out.
We help the people behind the customer experience build stronger teams, clearer systems, and lasting customer relationships.
“Rumbo” means direction in Spanish. It reflects our purpose:
helping growing businesses find a clearer, more practical way to support their customers and strengthen the operations behind their experience.
Rumbo is a Canadian Customer Experience Studio working with small and growing service-based, SaaS, and technology businesses.
We partner with founders building their first customer support function, leaders improving an existing Customer Success operation, and small teams that need clearer processes, stronger systems, or additional support as they grow.
Through coaching, advisory, and tailored CX solutions, we help businesses improve customer support, strengthen the customer journey, and build operations that support sustainable growth.
Meet Jennifer
Originally from Lima, Peru, I studied Tourism and Hotel Management, where my passion for service and creating meaningful experiences first began.
Since then, I’ve built my career working closely with customers, teams, and businesses at different stages of growth from growing companies to large enterprise accounts. My experience across customer support, Customer Success, and operations has shown me that what customers experience on the outside is often shaped by what is happening behind the scenes.
Clear processes, supported teams, and thoughtful systems can make a real difference not only for customers, but also for the people serving them.
I created Rumbo to bring that thinking to growing businesses. I wanted to build a company that offers practical guidance, collaborative support, and solutions that fit the reality of each business.
Through Rumbo, I help founders and leaders bring more clarity and structure to their customer operations, strengthen the way their teams work, and create experiences that can grow with their business.
Connect with me
Our Approach
We start by listening and understanding what is happening behind the scenes what is working, where customers or teams are getting stuck, and what needs more structure.
From there, we help you identify the right priorities and create practical solutions that fit your business. That may mean improving a process, strengthening a customer journey, supporting your team, or building a clearer way of working.
Our goal is not to add unnecessary complexity. It is to help you create an experience that feels better for your customers and works better for the people delivering it.
We build it with you or guide you through it.