Customer Support Representative

About Rillet

Rillet builds software for accounting and finance teams, helping them close the books with exceptional speed, precision, and visibility. The platform is an AI-first ERP designed for a zero-day close, with a single source of truth, a broad set of native integrations such as Stripe, Ramp, and Salesforce, automated and auditable workflows, multi-entity consolidation, and a growing set of specialized AI agents for tasks like accruals, audit support, P&L variance analysis, and board deck creation. Fast-growing AI companies such as Mercor and Function Health rely on Rillet because their finance operations need to keep pace with their growth. The company has raised $100M from investors including Sequoia, a16z, Iconiq, Oak HC/FT, and First Round.

About the Team and Culture

Rillet moves quickly, and the environment is best suited to people who bring speed, independence, and adaptability. Strong thinking is expected; what makes people successful here is the ability to take ownership, define a path forward, and deliver results that are faster, sharper, and more creative than what might have been assigned. The team is focused on customers, and priorities can shift toward the most valuable work even if it was not part of the original plan. While accounting knowledge is not required for this role, an appreciation for how the product helps customers build stronger financial operations is important.

Role Summary

This position is Rillet’s first dedicated Customer Support Representative. You will work closely with the Founding Customer Support Specialist to answer customer questions, improve the internal knowledge base, and help establish the standards that will shape the support function as it scales. From your first day, you will handle live customer requests, learn a complex product quickly, and contribute to the playbooks and documentation that make the team more effective over time. The role is ideal for someone who enjoys fast, accurate problem-solving and finds support work motivating.

What You’ll Do

• Handle incoming support requests covering general questions, bug triage, and data-related needs through omni-channel support.
• Write to customers in a clear, professional, and responsive way across async communication channels.
• Route and escalate issues to Customer Success or Engineering with enough detail to ensure a smooth handoff.
• Help maintain and expand the internal knowledge base by documenting fixes, product behavior, and unusual edge cases.
• Keep ticket tagging and categorization consistent so reporting stays reliable and AI agents can be optimized.
• Work with leadership to identify recurring customer themes and share them with Product and Engineering to improve the product experience.
• Use existing playbooks and escalation steps, and call out any missing process pieces you uncover.

Who You Are

You should have around 0 to 2 years of experience in a customer-facing role such as support or success. You put the customer experience first, communicate crisply in written async channels, and can learn complex products quickly. You naturally notice patterns, turn repeated questions into reusable documentation, and can quickly decide whether a case needs investigation, escalation, or a direct answer. Attention to detail, accountability, and comfort in a fast-changing environment are key.

Nice-to-Have Experience

It is helpful if you already understand accounting concepts or finance workflows. Experience using support tools such as Pylon or Linear is also a plus, and prior exposure to an accounting-adjacent product would be beneficial, though it is not required.

Life at Rillet

Rillet offers competitive pay and benefits, including strong salaries and equity, along with top-tier health and dental coverage. Premiums are partially or fully covered for the employee, and dependents are covered at 90%. The company is focused on growth, so responsibilities and compensation can expand as the business scales. Employees also get flexible PTO, 9 company holidays, and the ability to work remotely or in a hybrid setup, with in-person collaboration available at hubs in San Francisco, New York City, and Barcelona. The team also gathers for offsites in destinations such as New York, San Francisco, Toronto, Italy, and France.