Customer Support Representative

What We Do Rillet serves accounting and finance teams. Our customers are the financial brains of their companies. Our job is to help them run the numbers with impossible speed, accuracy, and insight. Rillet is an AI-native ERP that can drive a zero-day close. We are different because of our unified source-of-truth data model, hundreds of best-in-class native integrations (Stripe, Ramp, Salesforce, etc), automated & auditable workflows, multi-entity consolidation, and quickly expanding army of specialized AI agents (e.g., accrual, audit, P&A flux, board decks, etc). These earn us a consistently perfect customer satisfaction score. High-growth AI customers like Mercor, and Function Health love our ship velocity, because their financial stack needs to scale as quickly as they do. This huge market is ours to take. We have raised $100M from leading investors (including Sequoia, a16z, Iconiq, Oak HC/FT, and First Round) to help everyone run their numbers at the speed of AI. Who We Are Rillet’s pace is not for everyone. Intelligence is table stakes. To succeed here, you need extreme speed, agency, and flexibility. Successful Rilleteers do not wait for assignments. They internalize a mission, design a strategy, and bring back results that are better, faster, and more creative than a manager could have asked for. Work revolves around our customers. Successful Rilleteers are energized by delivering the most important things, even those that weren’t in the original plan. In this role, you do not need to be an accountant. But you do need to appreciate the value that our customers can create for their own company when we equip them with the perfect financial tools. Successful Rilleteers love powering the financial core of the world’s fastest-growing companies. Who We Need Rillet's support function is new and being built intentionally. You'll join as our first dedicated Customer Support Representative, working directly alongside our Founding Customer Support Specialist to resolve customer issues, strengthen our internal knowledge base, and raise the bar in customer satisfaction as the function scales. You’ll be responding to real customer questions from day one, building familiarity with a complex product quickly, and contributing to the documentation and playbooks that make the whole team more effective over time. You care about fast, accurate resolution, and you find the support craft energizing. What You’ll Do 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 elevate 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 Who You Are 0–2 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 Nice to have: Familiarity with accounting concepts or finance workflows Experience with Pylon, Linear, or similar CS/support tooling Previous experience with an accounting-adjacent product (not required). Life at Rillet: 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. Room to Grow: We're building a team of ambitious, high-performing people who will grow with the company. As Rillet scales, so will your role, responsibilities, and compensation. 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. #J-18808-Ljbffr Rillet