Customer Support Representative

WHAT WE DO Rillet serves accounting and finance teams, the financial brains of their companies. Our job is to help them run the numbers with impossible speed, accuracy, and insight. Rillet is the Agentic ERP built for modern finance teams. We help companies automate the most critical parts of finance, from closing the books and recognizing revenue to consolidating entities and reporting to investors. More than 600 companies run on Rillet, including Mercor, Scribe, and Function Health, and we partner with leading accounting firms including EY and KPMG. We’re building in one of the largest software markets in the world, with the momentum to match. Rillet has raised more than $200M, is valued at $1B, and is backed by Sequoia, a16z, ICONIQ, Bain Capital Ventures, Oak HC/FT, and other leading investors. We’re using that backing to build the financial infrastructure for the next generation of companies and help every business run its numbers at the speed of AI. WHO WE ARE Rillet’s pace is not for everyone. Intelligence is table stakes. To succeed here, you need extreme speed, agency, and flexibility. The people who thrive at Rillet do not wait for assignments. They internalize the mission, design a strategy, and bring back results that are better, faster, and more creative than a manager could have asked for. Our work revolves around our customers. The people who succeed here are energized by delivering what matters most, even when it was not part of the original plan. Rillet is built on deep accounting expertise, and it takes people from many disciplines to build a category-defining company. You do not need to be an accountant to thrive here. You do need to care deeply about the problems we solve and the impact our customers can create. Together, we combine the precision of accounting with the speed, creativity, and ambition of AI-native software to power the financial core of the world’s fastest-growing companies while redefining what finance teams should expect from their software. WHO WE NEED 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. WHAT YOU’LL DO - 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 WHO YOU ARE - 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 have: - 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). LIFE AT RILLET - Grow with us. Take meaningful ownership, expand your scope, and make an impact as Rillet scales. - Competitive pay and meaningful equity. Be rewarded for the value you help create. - Benefits that support you. We offer competitive benefits designed to support your health, wellbeing, time away from work, family, and long-term financial goals. - Better together. We value collaboration, connection, and spending meaningful time together as a team. We regularly create opportunities to connect through team meals, events, and company gatherings.