About Rumbo
"Rumbo" means direction.
Rumbo is a proudly Canadian Customer Experience Studio based in Ottawa. Our current focus is helping small and growing businesses with up to 50 employees care for their customers through Customer Care Solutions and CX coaching and advisory.
Why a studio
Why a Customer Experience Studio?
Customer experience is shaped by the people, processes and decisions behind every interaction. Rumbo brings thoughtful customer care, onboarding and customer success support together with practical CX guidance.
Meet Jennifer
Hi, my name is Jennifer.
I am the founder of Rumbo. Originally from Lima, Peru, I studied Tourism and Hotel Management and began my career in travel and hospitality there. I started as a Sales Representative for a travel agency at Lima’s airport, then joined Condor Travel, one of Lima’s largest tour operators, where I was the account executive for accounts such as the British Embassy and the Ministry of Transportation.
In North America, I continued in hospitality with Crowne Plaza in Washington, DC and Holiday Inn, then joined Expedia CruiseShipCenters in Toronto.
From there, I moved from front-line customer support into customer success, operations and team leadership across technology and service organizations.
At Solink, I co-led the Latin America territory for the international team, then worked as a Customer Success Manager on the Commercial International team. I also led a customer council for one of the largest thrift store chains in the US, focused on product adoption and retention. That work earned me Top Performer, CSM of the Quarter and the “Win Together, Lose Alone” award.
In 2021, I ran my own t-shirt printing business, working with boutiques in the US and selling at local markets. It gave me a real understanding of what it’s like to run a small business and look after every customer yourself.
In every role, I’ve seen how much of what customers feel is shaped behind the scenes. I created Rumbo to bring that thinking to growing businesses: practical support, honest guidance and a way of working that fits each business.
Great customer experiences depend on the people behind them.
- Background
- Hospitality, travel, customer support, customer success and operations
- Recognition
- Top Performer, CSM of the Quarter and the “Win Together, Lose Alone” award at Solink
- Focus
- Tech companies, B2B service firms and agencies, and premium e-commerce brands
- Languages
- English and Spanish.
- Where
- Ottawa, Canada
- Approach
- Practical systems that fit your business, not every new trend
How Rumbo works
Practical, human and clearly scoped.
Every engagement starts with listening: what’s working, where customers or teams get stuck, and what needs more structure. Through Customer Care Solutions, Rumbo provides customer care, onboarding and customer success support within an agreed scope, with one main point of contact. For advisory and coaching, I work alongside you as you make decisions and changes in your own business.
Listen first
Understand your business before recommending anything.
Clear scope
Everyone knows what’s covered.
One point of contact
Someone who represents your account.
Proudly Canadian
Based in Ottawa, Canada.
Boutique by design
Rumbo isn’t built around massive client volume. Partnerships stay intentionally focused, so Rumbo can understand your business, learn your brand and stay close to the customer experience it’s helping you deliver.
Human support, AI supported
Technology works behind the scenes. Real people deliver the experience. Rumbo uses AI to work smarter, organize information and spot patterns, not to replace human connection.
Get in touch
Let’s talk about your business.
Request a complimentary introductory conversation to discuss your customer experience priorities and explore where Customer Care Solutions or CX coaching and advisory could help.