Customer Support Specialist

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).