rillet - Customer Support Representative

San Francisco, California, United States - Hybrid$55k - $70k+ Equity3w ago

In Office Mid NA Sales Representative Documentation Linear Customer Success Data Quality

Requirements

• 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 • 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). • 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.

Responsibilities

• 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

Benefits

• $55K – $70K • Offers Equity • Rillet is committed to equitable and competitive compensation. The base salary ranges for this role reflect the market for companies of our size, stage, and industry and vary based on the position’s primary work location • Individual compensation within the applicable range is determined based on factors including the role’s scope and level, relevant experience and skills, qualifications assessed during the interview process, and internal equity. • Base salary is one component of Rillet’s total compensation package, which also includes equity and benefits. Variable compensation may also apply depending on the role.