Rillet
Rillet
51 – 200 Employees
eCommerceFintechHealthcare
Rillet is a fintech company building an AI-native enterprise resource planning (ERP) platform for complex financial operations. Its software automates core accounting workflows—including general ledger management, accounts receivable, accounts payable, bank reconciliation, and revenue recognition—while supporting multi-entity organizations and financial reporting. Rillet serves businesses in sectors such as financial services, healthcare, and e-commerce, helping finance teams manage their books and maintain a consistent view of financial data.

Customer Support Representative at Rillet — Hybrid

Rillet is hiring a Customer Support Representative to handle customer tickets, triage product issues, and strengthen internal knowledge systems. This full-time hybrid position is based near New York City or San Francisco.

Description

  • Handle inbound questions, bug triage, and data requests across support channels
  • Provide clear, professional responses through asynchronous communication
  • Assess issues and escalate them to Customer Success or Engineering with the necessary context
  • Record solutions, product behavior, and edge cases in the internal knowledge base
  • Apply accurate ticket tags and categories to improve data quality and AI agent performance
  • Identify recurring customer questions and share them with Product and Engineering
  • Use established playbooks and escalation procedures while flagging opportunities to improve processes

Requirements

  • Bring 6 months to 2 years of experience in customer support, customer success, or a comparable customer-facing role
  • Prioritize customer needs in day-to-day decisions
  • Write clearly and effectively in asynchronous channels
  • Learn complex products and workflows quickly
  • Recognize recurring patterns and document findings accurately
  • Triage customer issues effectively
  • Take ownership of work with careful attention to detail
  • Familiarity with accounting concepts or finance workflows is helpful
  • Experience using Pylon, Linear, or comparable customer support or success tools is helpful
  • Background working with an accounting-related product is helpful

Benefits

  • Competitive compensation
  • Meaningful equity participation
  • Benefits covering health, wellbeing, time away from work, family needs, and long-term financial planning
  • Team meals, events, and company gatherings
  • Hybrid schedule with in-person collaboration on Tuesdays and Thursdays, plus one flexible in-office day each week

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