Rillet

Customer Support Specialist

Rillet

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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About the role

  • Build Rillet’s support function from the ground up: design triage workflows, define response standards, and create the playbook that scales as we grow from 160 customers to thousands.
  • Be the first responder for customer questions across Slack and Pylon - how-to questions, config and setup guidance, integration troubleshooting, billing inquiries, and data export requests.
  • Create and maintain Rillet’s knowledge base: turn repeated questions into help articles, document the most common support patterns, and keep runbooks current as the product ships weekly.
  • Close the loop between customers and product: tag issues with product themes, surface trends, and ensure the signal from support conversations reaches the teams building the product.
  • Develop deep expertise in Rillet’s AI-native platform - stay ahead of new features so you can resolve issues faster and help customers get more value from the product.
  • Partner closely with the Customer Success team to share context, flag emerging patterns, and ensure customers always get the fastest path to resolution.
  • Represent Rillet in every interaction: apply high customer empathy and structured problem-solving to reinforce the trust our customers already place in us.

Requirements

  • 1–3 years in a customer-facing role at a SaaS or fintech company, ideally with exposure to accounting or finance workflows (e.g., Brex, Ramp, Pilot, a NetSuite partner, or similar).
  • Excellent written communicator in Slack - crisp, clear, and professional in async channels.
  • Fast learner who can absorb product complexity quickly.
  • Pattern recognition and documentation instinct - you naturally turn repeated questions into scalable knowledge base content.
  • Comfortable with technical adjacency - you understand API basics, integration concepts, and can read error messages without needing engineering translation.
  • Bias to action, ownership mindset, and high attention to detail in a fast-moving environment.
  • Nice to have: familiarity with Pylon, Linear, or similar CS/support tooling; previous experience in an accounting-adjacent product (not required).
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
API basicsintegration conceptsdocumentationknowledge base creationtriage workflowsresponse standardsproblem-solvingcustomer supportdata exportbilling inquiries
Soft Skills
customer empathywritten communicationfast learnerpattern recognitionattention to detailownership mindsetstructured problem-solvingcollaborationadaptabilityinitiative