A Foundational Company
Rilla builds the world’s leading conversation intelligence software for offline commerce.
By recording, analyzing, and indexing conversations, our platform supplies unparalleled alpha to the critical, physical businesses that constitute the backbone of our economy.
Our purpose is to bring the technology of the 21st century’s most innovative companies to the rest of the economy.
As a side effect of this mission, we’ve become one of the fastest growing companies in history. In numbers, that means 0→$40M in 3.5 years, growing 15% MoM, Net Revenue Retention above 170%, an NPS higher than the iPhone’s, and profitability.
The Role
At Rilla, customer obsession is our superpower. As our Customer Support Lead, you will be at the forefront of providing best-in-class support to our customers. You will combine deep product expertise, delightful communication, and exceptional organization skills to ensure our customers are having the absolute best experience with our product.
As the person spearheading our Support function, you will be collaborating daily with our engineering, product, and customer success teams. You will define how delightful customer interactions can be. As the voice of our customers, you will evangelize for what they need and your insights will influence our product priorities.
This is a pivotal role where you’ll have the unique opportunity to shape the future of the support function from the ground up. If you are obsessive about customers, and are eager to learn, grow, and make a difference with the best peers in the industry, Rilla is the place for you.
What We Value
An infinite learner. Someone who is relentless in their curiosity.
A customer obsessive. Someone who deeply care about delighting customers and solving real pains, not vanity metrics.
A winning attitude. You thrive with extreme accountability, learning as a team, and both giving and receiving rapid feedback.
Extreme empathy. Our customers are not tech companies. They live and work in the real world. Empathy is critical to arriving at correct solutions.
Unafraid of failure. You take risks. You see failure as an opportunity to learn, grow, and be better the next time. In a weird way, you trick your brain into being excited when you fail, because it means you got a new opportunity to learn more.
What We Require
0-2+ years of experience in a high-velocity, customer-facing role such as onboarding, implementation, sales, or customer success. You have a deep interest in teaching, coaching, and engaging with customers.
Excellent communication skills. You will be providing exceptional customer support through clear and timely written and verbal communication.
Team collaboration. You will work with engineering, product, and customer success to resolve customer inquiries.
Deep care towards customer needs. You will be meeting with our technical cofounder every week to share customer insights, product opportunities, and request trends.
Product mindset. You will develop an extensive understanding of our product and its intricacies, and can direct our customers to resolution effectively. You will champion their needs and help shape our product roadmap.
Critical and system thinking. You will work with our product team to identify and implement improvements to our support function, with the goal of always creating moments of delight for our customers. You will develop scalable systems and processes to enhance efficiency and quality of support.
Adaptability. You will excel at juggling multiple priorities, quickly shifting focus as needed, and embracing the energy and fast-paced nature of a high-growth startup.
Growth mindset. You will lead and scale the customer support function as the company grows, including team-building and operational excellence.
Nice to have: Technical background or experience, which can help you better understand customer challenges and collaborate with engineering teams.
Don’t Work Here
Please don't join if you're not excited about:
Building an AI product for an industry untouched by modern software
Constantly talking to customers in the field
Working ~70 hrs/week in person with some of the most ambitious people in NYC
Attempting to build a generational company, and the intensity required to do so
Compensation
Successful candidates with competing offers will receive matching and competitive offers.
Total compensation for this position may also include Incentive Stock Options and other potential future incentives. This estimate excludes the value of any benefits offered; and the potential future value of any long-term incentives.
Our benefits aim to empower Rilla employees in removing roadblocks to achieving their life’s work. The list below details our available benefits and some of the perks that can be enjoyed as an employee of Rilla.
Benefits
Medical, dental, and vision insurance
Breakfast, lunch, dinner, and supplementary food and drink — 6x a week
Gym membership
Commuter benefits
Relocation assistance
Take what you need paid time off, not accrual based
$1,000 stipend for learning and personal growth
Tech equipment
