Customer Support Representative

Rillet • San Francisco, CA

7d • $55,000 - $70,000 • Hybrid

About The Position

Rillet's support team is growing, and we’re looking for Customer Support Representatives to help it scale. You’ll work alongside our Founding Customer Support team to resolve customer issues, expand our knowledge base, and raise the bar on customer satisfaction. You’re someone who wants to be in the queue from day one, answering real customer questions and learning a complex product quickly. You care about fast, accurate resolution, and you find the support craft energizing. When you spot a gap in the docs or a better way to handle a common issue, you fix it, and that makes the whole team more effective. You also want to help shape how a support team works while it’s still early. We’re looking for teammates who are based near our New York City or San Francisco offices, or open to relocating. Our hybrid schedule brings the team together in person on Tuesdays and Thursdays, plus one additional flexible day each week. Some roles may spend more time in the office depending on the needs of the team.

Requirements

• 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 Haves

• 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).

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed