Great Customer Experiences start behind the scenes
Proudly Canadian Customer Experience Studio based in Ottawa.
Rumbo helps founders and growing teams build the coaching, structure, and hands-on support that turn good intentions into a customer experience people actually notice
Sound familiar?
Your customers are growing faster than your team.
But a full support department still feels like too much.
Many growing businesses reach the same fork in the road: keep stretching the people you have, or build a support team before you’re ready. Rumbo offers a third option.
Rumbo manages that work for you: learning your brand and systems, preparing the person handling your conversations, and staying your main point of contact.
Works inside the tools you already use
Who we work with
Built for growing businesses that care about the experience.
Thoughtful support helps customers get value, build trust and find reasons to stay or return. Rumbo works with growing businesses that see customer experience as an investment in loyalty, retention and good relationships.
Tech Companies
Software, apps, platforms, marketplaces and other growing technology businesses.
B2B Services & Agencies
Marketing, creative, digital, professional service and other client service firms.
Premium E-commerce Brands
Selected brands where customer care, communication and reputation are part of the product experience.
Services
Two ways to work with Rumbo.
Rumbo can handle your day-to-day customer conversations for you, or help you build and lead them yourself through a review of your setup or 1:1 coaching. Some clients do both.
Managed Customer Support
Rumbo handles your everyday customer conversations inside the tools you already use. Rumbo learns your brand and systems, prepares the person handling your conversations, and manages delivery day to day.
- Email, chat and phone during agreed hours
- Work inside your own helpdesk and tools
- An agreed scope: channels, hours, common questions and handoffs
- Responses adapted to your brand’s tone and guidelines
- Spanish support available
- One main point of contact at Rumbo who represents your account
- Optional after-hours coverage
CX Advisory & Coaching
Advisory is a review of your support setup, onboarding or customer journey, with clear, prioritized recommendations. Coaching is 1:1 sessions for founders and customer support or success professionals.
- Reviews of your support setup, onboarding or customer journey
- Building your first support or success function
- Service standards and escalation paths
- Customer communication and difficult conversations
- Team structure and leading a customer-facing team
How it works
A clear, simple way to get started.
Every engagement starts with a conversation and an agreed plan, so you know what’s covered before anything begins.
Discovery call
A free 30-minute call about how customer conversations work today and what you need.
Proposal
A clear proposal with the scope, pricing and what you can expect.
Preparation
Rumbo learns your brand, tools and common questions, and prepares the person handling your conversations.
Managed support
Rumbo manages delivery, checks in with you regularly and stays your main point of contact.
Our standard
Every conversation is guided by the same standard.
Your customers should feel looked after, not processed. The person handling your conversations is prepared on the Rumbo service standard and your brand guidelines before support begins, so every reply is adapted to your brand.
Welcome
Warm, personal replies adapted to your brand’s tone.
Listen
Understand the real issue and how it affects the customer before solving it.
Own
Clear next steps, and a follow-up when it’s resolved.
Anticipate
Answer the next question before it’s asked.
Clarify
Plain language, accurate information, easy-to-follow steps.
Recover & record
Make things right when they go wrong, and leave clear notes for your team.
Hi Priya,
Thank you for reaching out, and I’m so sorry for the stress this has caused.
I’ve restored access for your team, and I’ve asked our billing team to refund the duplicate charge.
I’ll check in with you tomorrow morning to make sure everyone is back in. If anything else comes up in the meantime, just reply here and I’ll take care of it.
Warm regards,
Rumbo, on behalf of your team · 9:19 am
Included with Managed Support
Your monthly support summary
Conversation volume, the most common reasons customers got in touch, and what Rumbo noticed that could help your product or process.
About Rumbo
Built around the people behind the experience.
Rumbo was founded by Jennifer Lutvak, whose career spans hospitality, travel, customer support, operations, customer success and CX.
She started in hospitality and travel in Lima, Peru, then brought that same care for guests to North America, at Crowne Plaza in Arlington, Holiday Inn in Oakville and Expedia CruiseShipCenters in Port Credit. She later moved into customer success, operations and team leadership at Veem, Solink and Enerfrog, and was named Top Performer and CSM of the Quarter at Solink.
Great customer experiences depend on the people behind them.Learn more about Rumbo →
FAQ
Questions we hear often
Will my customers know they’re talking to Rumbo?
Rumbo works inside your tools, under your business name. How your support is presented is agreed with you during setup.
Which tools do you work with?
Usually your own. Rumbo works inside the helpdesk, chat and phone tools you already use. The tools and access needed are confirmed during setup.
What isn’t included?
Technical troubleshooting, complex escalations, dispatch, vendor or field coordination, and marketing or social media content. Handoffs to your team are agreed before support begins.
Do you use AI?
Yes. Rumbo uses AI tools behind the scenes to find answers in your help content, summarize long conversations and suggest first drafts. A person reviews and sends every reply your customers receive, and AI is only used in ways agreed with you. If you’re exploring AI for your own support, such as help centre content or chatbot handoffs, that can also be part of CX advisory and coaching.
Do you offer support in Spanish?
Yes, Spanish support is available. Let me know on your discovery call if your customers need it.
Do you offer support outside business hours?
Yes. After-hours coverage is available as an optional add-on.
Get in touch
Let’s start with a conversation.
Tell me a little about your business and whether you’re interested in managed support or advisory and coaching. It helps to include your company and website, roughly how many customer conversations you handle each month, and who answers them today.