# Customer Support Specialist
**Company:** [Rillet](https://hotfix.jobs/companies/rillet)
**Location:** San Francisco, CA, New York, NY
**Experience:** 1+ years
**Skills:** Slack, Pylon, APIs, Integrations, Knowledge Base, SaaS, Fintech, Slack Communication, Pattern Recognition, Troubleshooting
**Posted:** 2026-04-03
> Build and own customer support function from scratch for AI-native ERP, handling inquiries via Slack/Pylon, creating knowledge base, and feeding insights to product team. Requires 1-3 years customer-facing SaaS/fintech experience, strong async writing, and technical adjacency.
## Job Description
## 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).
**Apply:** https://hotfix.jobs/jobs/customer-support-specialist-at-rillet-c9d2261f-72f2-471f-92a4-e19c79777e82
**Canonical:** https://hotfix.jobs/jobs/customer-support-specialist-at-rillet-c9d2261f-72f2-471f-92a4-e19c79777e82