Customer Support Representative

About the role

Rillet is seeking a Customer Support Representative to join our growing support function. The ideal candidate will have 6 months to 2 years of experience in a customer-facing role, such as support or success, and will prioritize the customer experience.

Responsibilities

• Resolve inbound support tickets across question types including general knowledge, bug triage, and data requests via omni-channel support.
• Communicate clearly and professionally with customers in async channels, maintaining a consistent and helpful tone.
• Triage and escalate issues to Customer Success or Engineering with enough context that handoff is seamless.
• Contribute to the internal knowledge base and growing Support function by documenting resolutions, product behavior, and edge cases as you encounter them.
• Tag and categorize tickets consistently to support data quality and AI agent optimization.
• Partner with leadership to surface patterns in customer questions to Product and Engineering to help improve the product experience.
• Follow established playbooks and escalation protocols, and flag gaps when you find them.

Requirements

The successful candidate should have a customer-first orientation, strong written communication skills, and the ability to learn and adapt quickly to complex products. A strong triage instinct and ownership mindset are also essential.

Qualifications

• 6 months to 2 years in a customer-facing role: support, success, or similar.
• Customer-first orientation - you care about the experience on the other end of every response, not just whether the ticket is technically resolved.
• Strong written communicator in async channels - crisp, clear, and professional.
• Fast learner who can absorb product complexity quickly; Rillet ships fast and support needs to keep pace.
• Pattern recognition and documentation instinct- you naturally turn repeated questions into scalable knowledge base content.
• Strong triage instinct - you can quickly assess whether an issue needs investigation, escalation, or just a clear answer, and you move it to the right place without losing the thread.
• Ownership mindset and high attention to detail in a fast-moving environment.

Skills

• Familiarity with accounting concepts or finance workflows (nice to have).
• Experience with Pylon, Linear, or similar CS/support tooling (nice to have).
• Previous experience with an accounting-adjacent product (not required).

Benefits

Competitive Pay & Benefits: Backed by world-class investors, we offer strong salaries plus equity so you share in our success. We've got you covered with top-tier health and dental insurance, premiums partially or fully covered for you, plus 90% coverage for dependents.

Flexibility That Works: Take the time you need with flexible PTO and 9 company-wide holidays. We value both the flexibility of remote and hybrid work and the creativity and energy that comes from in-person collaboration at our hubs in San Francisco, NYC, and Barcelona.

Build Real Connections: Great work happens when people connect. Join us for team offsites in incredible locations, our team has bonded everywhere from New York and San Francisco to Toronto, Italy, France, and beyond.