Customer Support Representative

The role

You will resolve inbound support tickets and communicate with customers via async channels. You will also triage issues, document resolutions in the knowledge base, and partner with product and engineering teams.

What you will do

• 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.
• Triage and escalate issues to Customer Success or Engineering.
• Contribute to the internal knowledge base by documenting resolutions, product behavior, and edge cases.
• Tag and categorize tickets to support data quality and AI agent optimization.
• Partner with leadership to surface patterns in customer questions to Product and Engineering.
• Follow established playbooks and escalation protocols.

Required qualifications

• 6 months to 2 years in a customer-facing role: support, success, or similar.
• Customer-first orientation.
• Strong written communicator in async channels.
• Fast learner who can absorb product complexity quickly.
• Pattern recognition and documentation instinct.
• Strong triage instinct.
• Ownership mindset and high attention to detail.

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

Benefits

• Competitive pay
• Meaningful equity
• Benefits designed to support health, wellbeing, time away from work, family, and long-term financial goals
• Team meals, events, and company gatherings

About the company

Rillet is an Agentic ERP for modern finance teams that helps automate closing the books, recognizing revenue, consolidating entities, and reporting to investors. The company is valued at $1B and is backed by investors including Sequoia, a16z, and Bain Capital Ventures.