Care that keeps customers connected.
Customer Care Solutions & Advisory
We support your customers and help your team create better experiences.
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 currently focuses on small and growing businesses with up to 50 employees that value customer experience, loyalty and lasting 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.
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.
Practical, one-to-one guidance for stronger customer experiences, clearer processes and confident customer-facing teams.
Customer Care Solutions
A warm welcome. Helpful answers. Thoughtful follow-up.
Rumbo supports the everyday interactions that keep your customers connected to your business, working in your tools and following your brand’s voice.
From the first welcome to ongoing customer relationships, we provide thoughtful customer care, onboarding and customer success support within an agreed scope.
Why Rumbo
Why work with Rumbo?
Customer care, onboarding and customer success support, backed by practical CX guidance.
Customer care with a customer success perspective
We consider how customers get started, find value and stay connected, alongside their everyday support needs.
Practical guidance and hands-on support
Customer Care Solutions and CX Advisory & Coaching bring support and guidance together in one studio.
A personal, focused partnership
One main point of contact who gets to know your business, your brand and the experience you want customers to have.
How it works
A clear, simple way to get started.
Start with our free, self-guided CX Check-In or request an introductory call. You can choose either path.
Explore your customer experience
Our free CX Check-In offers a snapshot based on your answers, with a practical next step. Take the CX Check-In →
Have an introductory conversation
In a complimentary call, we discuss your needs and whether Customer Care Solutions or CX Advisory & Coaching is a fit. You do not need to complete the check-in first.
Agree on a plan
If there is a fit, receive a proposal with the recommended service, scope, responsibilities, capacity, coverage and pricing.
Get started
After the agreement, we prepare for the engagement and begin the agreed customer care support or CX coaching and advisory.
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 across technology and service organizations, 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
Is there a minimum commitment for customer care?
Customer Care Solutions has a three-month minimum commitment. Book an introductory call to learn more about our packages.
Can you help with onboarding and customer success?
Yes. Customer Care Solutions can include customer onboarding and customer success support to help customers get started, feel supported and stay connected. The scope and responsibilities are agreed before we begin.
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?
We work within your existing systems where suitable. Tools and access are confirmed before the engagement begins.
What isn’t included?
Each engagement has an agreed scope. Specialist technical work, full account ownership and services beyond that scope remain with your team unless expressly included in your agreement.
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. AI use, human review and data handling are agreed with you before work begins. 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 or French?
Spanish support is available. Other language requirements can be discussed during your discovery call and confirmed in your proposal.
Do you offer support outside business hours?
Coverage hours are agreed in your proposal. If you need support outside business hours, we can discuss availability before you commit.
Get in touch
Find your next step with Rumbo.
Explore your customer experience with our free CX Check-In, or tell us where you would like support. Detailed assessment and planning are available through paid CX Advisory & Coaching.