Customer Support Specialist at Rillet

WHAT WE DO Rillet serves accounting and finance teams. Our customers are the financial brains of their companies. Our job is to help them run the numbers with impossible speed, accuracy, and insight. Rillet is an AI-native ERP that can drive a zero-day close. We are different because of our unified source-of-truth data model, hundreds of best-in-class native integrations (Stripe, Ramp, Salesforce, etc), automated & auditable workflows, multi-entity consolidation, and quickly expanding army of specialized AI agents (e.g., accrual, audit, P&L flux, board decks, etc). These earn us a consistently perfect customer satisfaction score [Upgrade to PRO to see link] High-growth AI customers like Mercor, and Function Health love our ship velocity, because their financial stack needs to scale as quickly as they do. This huge market is ours to take. We have raised $100M from leading investors (including Sequoia, a16z, Iconiq, Oak HC/FT, and First Round) to help everyone run their 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. Successful Rilleteers do not wait for assignments. They internalize a mission, design a strategy, and bring back results that are better, faster, and more creative than a manager could have asked for. Work revolves around our customers. Successful Rilleteers are energized by delivering the most important things, even those that weren’t in the original plan. In this role, you do not need to be an accountant. But you do need to appreciate the value that our customers can create for their own company when we equip them with the perfect financial tools. Successful Rilleteers love powering the financial core of the world’s fastest-growing companies. WHO WE NEED Rillet has never had a dedicated support function—and our customers have still given us a best-in-class satisfaction score. Now we need someone to take that foundation and build on it. You’ll define what great support looks like at Rillet: the processes, the knowledge base, the tooling workflows, the quality bar. This is a ground-floor opportunity to own a function at a company where customers already love the product and the team behind it. You’re the kind of person who finds the support craft itself energizing—fast resolution, pattern recognition, documentation that scales, process improvement that compounds. You thrive in async communication, you care deeply about the customer experience, and you want to build something from scratch at a company backed by Sequoia, a16z, and Iconiq. WHAT YOU’LL DO - 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. WHAT WE’RE LOOKING FOR - 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. You write responses customers actually want to read. - Fast learner who can absorb product complexity quickly - Rillet ships fast and the support person must keep pace with a rapidly evolving AI-native ERP. - 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). LIFE AT RILLET: - 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 at our hubs in San Francisco, NYC, and Barcelona. - Build Real Connections: Great work happens when people connect. Join us for team offsites in incredible locations, our team has bonded everywhere from New York and San Francisco to Toronto, Italy, France, and beyond.