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 customer satisfaction.

Responsibilities

• Resolve inbound support tickets across various question types including general knowledge, bug triage, and data requests via multiple communication channels.
• Communicate clearly and professionally with customers in asynchronous channels, maintaining a consistent and helpful tone.
• Triage and escalate issues to Customer Success or Engineering with sufficient context for seamless handoffs.
• Contribute to the internal knowledge base and growing Support function by documenting resolutions, product behavior, and edge cases encountered.
• Tag and categorize tickets consistently to support data quality and AI agent optimization.
• Partner with leadership to identify patterns in customer questions and surface them to Product and Engineering to improve the product experience.
• Follow established playbooks and escalation protocols, and flag gaps when necessary.

Requirements

• Customer-first orientation - a strong focus on the customer experience.
• Strong written communication skills in asynchronous channels - clear, concise, and professional writing.
• Fast learner who can quickly absorb product complexity, especially related to accounting and finance.
• Pattern recognition and documentation instinct - turning repeated questions into scalable knowledge base content.
• Strong triage instinct - ability to quickly assess and direct issues appropriately.
• Ownership mindset and high attention to detail in a fast-paced environment.

Qualifications

• Familiarity with accounting concepts or finance workflows (not required).
• Experience with Pylon, Linear, or similar CS/support tooling (not required).

Skills

• Excellent problem-solving and communication skills.
• Ability to handle multiple tasks simultaneously and prioritize effectively.
• Attention to detail and organizational skills.

Benefits

At Rillet, we offer competitive pay and benefits, including:

• Competitive salary with equity participation.
• Health and dental insurance with premium coverage for employees and dependents.
• 90% coverage for dependents.
• Flexible PTO and 9 company-wide holidays.
• Opportunities for remote and hybrid work.
• Team offsites in various locations.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with standard business hours.