Customer Support Representative

About the Role

Rillet is seeking Customer Support Representatives to help scale its growing support team. You will work alongside the Founding Customer Support team to resolve customer issues, expand the knowledge base, and improve customer satisfaction. This role is for individuals who want to actively answer customer questions, quickly learn a complex product, and contribute to a fast-paced support environment.

Key Responsibilities

• Resolve inbound support tickets 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 sufficient context for seamless handoffs.
• Contribute to the internal knowledge base and growing Support function by documenting resolutions, product behavior, and edge cases.
• 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 identified.

Requirements & Tech Stack

• Customer-first orientation: Care about the customer experience and not just technical resolution.
• Strong written communication: Crisp, clear, and professional communication in async channels.
• Fast learner: Ability to absorb product complexity quickly in a fast-shipping environment.
• Pattern recognition and documentation instinct: Naturally translate repeated questions into scalable knowledge base content.
• Strong triage instinct: Quickly assess and appropriately route issues (investigation, escalation, or clear answer).
• Ownership mindset and high attention to detail: Thrive 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.

Qualifications

• 6 months to 2 years in a customer-facing role (support, success, or similar).
• Must be based near our New York City or San Francisco offices, or open to relocating.
• Hybrid schedule: In-person on Tuesdays and Thursdays, plus one additional flexible day each week. Note: Some roles may require more office time based on team needs.