Customer Service Representative, Retool
The application layer for AI
Job no longer available
The application layer for AI
201-500 employees
Job no longer available
201-500 employees
Company mission
To create the future of internal software by making software development for engineers simpler and more accessible.
Role
Who you are
- 1+ years of experience in a customer service role, preferably in the tech or SaaS industry
- Exceptional verbal and written communication skills
- Ability to interpret customer needs and provide appropriate solutions efficiently
- Proficiency in using customer support tools and platforms preferred
- Aptitude and curiosity for learning and navigating new technologies - you enjoy taking on new challenges and can quickly distill learnings in novel situations
- A passion for ensuring a positive customer experience - emotional intelligence and an empathetic inclination to understand customer needs and challenges
- Specific software development or coding language knowledge is not required, but enablement opportunities will be available if interested
What the job involves
- You will be an integral part of Retool’s dynamic Support team, collaborating with empathetic and skilled professionals dedicated to resolving customer issues
- In addition, you'll regularly engage with our product, sales, and engineering teams to ensure that customer feedback and insights become catalysts for product improvement and innovation
- Resolve customer issues related to plan levels, subscriptions, discount redemptions, and feature availability
- Answer general inquiries and unscoped asks from our customers, coordinating with internal teams to match customer needs to the best available path forward
- Escalate concerning customer reports or trends to Support Engineering
- Receive mentorship on Retool product capabilities and resolve general inquiries on whether it meets customer needs
- Recommend relevant documentation, enablement programs, and other self-service resources to customers
- File feedback and reports of customer friction within our issue-tracking software
- Contribute to data tagging, categorization, and validation to help power our AI-generated answer models
Our take
Retool allows developers to build internal applications quickly using a complete set of ready-made building blocks. These internal applications can be used to display company data from a range of sources, including Redis, Salesforce, Google Cloud, and Slack.
For a monthly fee, the platform enables companies to save time that they would have otherwise spent on developing their own internal applications. Retool brands itself as 'low-code,' meaning that it is easy to use and customize. There is a huge demand for systems that allow teams to analyze the data they already have. Retool already counts brands such as Amazon, Philips, Peloton, NBC, and Mercedes-Benz as customers.
Founded in 2017, the company is now valued at over $3.6B. Founded by Oxford graduate David Hsu, the management team includes ex-Stripe and ex-Airbnb employees with plenty of experience in taking a company from a start-up to a global brand.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2022
$45m
SERIES C
Dec 2021
$20m
SERIES C
Total funding: $165.3m
Company benefits
- Your health: Our healthcare plans include flexible, competitive options for medical, vision, dental, life insurance, and disability benefits.
- Your fuel: Fully snack-stocked kitchens at every turn, with breakfast, lunch and dinner provided at our San Francisco and New York offices.
- Your growth: We provide a $1,200 annual stipend that can be utilized for all learning-related expenses, including books, conferences, classes, and more.
- Your family: Access to comprehensive family planning services, generous paid parental leave for new parents, and a remarkable $10,000 lifetime benefit towards fertility support.
- Your time: Flexible freedom for a healthier you: take the time off that you need, when you need it! Discover flexible PTO and our 4 week Work From Anywhere policy to rejuvenate on your time.
- Your sidekick: Bring your favorite sidekick to work and enjoy our dog-friendly offices!
- Your future: Plan for your future. We offer enrollment and matching up to 4% for our US-based employees.
- Your wellbeing: Enjoy a suite of perks and memberships that enable you to thrive both personally and professionally.
Company HQ
Mission District, San Francisco, CA
Leadership
David Hsu
(Founder & CEO)David studied Philosophy and Computer Science at the University of Oxford, before founding Retool in 2017. He has served as CEO ever since.
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