Customer Support Specialist - Hybrid, Equity & Growth

Rillet; San Francisco (CA); Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Competitive pay

Equity opportunity

Health & wellbeing benefits

Team events

Job summary

Rillet is seeking Customer Support Representatives to join our founding support team. You will resolve inbound inquiries, expand the knowledge base, and raise the bar on customer satisfaction. You’ll be in the queue from day one, delivering fast, accurate resolutions and contributing to scalable documentation.

Based near NYC or SF, or open to relocation, with a hybrid schedule meeting in-person on select days. Some roles may spend more time in the office depending on team needs.

Qualifications

• 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.

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 elevate 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

Skills

Customer-facing experience

Written communication

Fast learner

Pattern recognition

Triage instinct

Ownership mindset

Tools

Pylon

Linear

Job description

Rillet is seeking Customer Support Representatives to join our founding support team. You will resolve inbound inquiries, expand the knowledge base, and raise the bar on customer satisfaction. You’ll be in the queue from day one, delivering fast, accurate resolutions and contributing to scalable documentation.

Based near NYC or SF, or open to relocation, with a hybrid schedule meeting in-person on select days. Some roles may spend more time in the office depending on team needs.