Customer Support Specialist

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 https://www.g2.com/products/rillet/reviews. 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. You'll partner closely with our Founding Customer Support Specialist to help define what great support looks like at Rillet: shaping processes, building a scalable knowledge base, improving tooling and workflows, and raising the quality bar as the function evolves. This is a rare opportunity to help build a customer-facing function from the ground up 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, and process improvements that compound over time. You thrive in async communication, care deeply about the customer experience, and are excited by the opportunity to help scale a foundational function at a company backed by Sequoia, a16z, and Iconiq. WHAT YOU’LL DO - Partner with Rillet’s Founding Customer Support Specialist to build and scale support processes, workflows, and documentation. - Respond to customer questions across Slack and Pylon, including product guidance, troubleshooting, billing inquiries, and data requests. - Create and maintain help articles, runbooks, and knowledge base content that scales with the business. - Surface customer feedback and trends to Product and Engineering to help improve the product experience. - Become a product expert and stay current on new features to support customers effectively. - Collaborate closely with Customer Success to share context, identify patterns, and drive fast resolutions. - Deliver a high-quality customer experience through empathy, clear communication, and structured problem-solving. 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. - Fast learner who can absorb product complexity quickly - Rillet ships fast and the support person must kee