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Customer Support Representative

Rillet· Customer Experience
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Hybrid (San Francisco), Hybrid (New York City)$55k - $70kFull-timePosted 6mo ago

About the role

Customer Support Representative role at Rillet, focused on resolving inbound support tickets, expanding knowledge base, and contributing to a growing support function in a hybrid, NYC/San Francisco-based team.

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

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
  • 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).

Skills

Required:Inbound support ticket handlingClear written communicationProduct knowledge absorptionDocumentation and knowledge base contribution

Benefits

  • Competitive pay and meaningful equity
  • Benefits that support you. We offer competitive benefits designed to support your health, wellbeing, time away from work, family, and long-term financial goals.
  • Grow with us. Take meaningful ownership, expand your scope, and make an impact as Rillet scales.
  • Better together. We value collaboration, connection, and spending meaningful time together as a team. We regularly create opportunities to connect through team meals, events, and company gatherings.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Rillet

The AI-native ERP

Rillet automates majority of month-end close and offers powerful GAAP and investor reporting. The software has built-in revenue recognition, invoicing, and AI-powered accounting.

AI-powered accountingERPai-agents-and-applicationsautomated invoicingfinancial reportingrevenue recognitionwing-list-2026wing-list-2026-mid-stage
Company profileWebsite

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