Manager of Customer Service Knowledge, Retool
$114.6-155k
Low-code internal tools building software
Be an early applicant
Low-code internal tools building software
201-500 employees
Be an early applicant
$114.6-155k
201-500 employees
Company mission
Retool's mission is to create the future of internal software by making software development for engineers simpler and more accessible.
Role
Who you are
- This role is perfect for a leader who excels in both operational management and strategic knowledge creation—someone who understands the value of personalized support and can strategically scale solutions through high-quality content
- 2+ years of experience leading customer service, support, or knowledge management teams, ideally within tech or SaaS
- Experience building and scaling public-facing support content and self-service resources
- Excellent verbal and written communication skills, with an ability to clearly convey complex ideas and mentor your team daily on their writing abilities
- Comfort working cross-functionally with technical and non-technical partners
- Data-driven mindset with strong analytical skills to identify trends, challenges, and opportunities in customer service data
- Passion for creating an outstanding customer experience, with a deep understanding of customer needs and challenges
- A systems thinker with a builder’s mindset—you enjoy optimizing processes and designing for scale
- Enthusiasm for serving developer audiences is a plus, though coding experience is not required
What the job involves
- As Retool continues to grow and redefine the software development landscape, we're searching for a Manager of Customer Service Knowledge to transform our customer service experience
- In this pivotal role, you will lead and empower our Customer Service team to deliver responsive, empathetic support while proactively scaling assistance through exceptional documentation
- By leveraging your team's knowledge base and analyzing support ticket trends, you'll identify crucial product and service improvement areas
- You'll partner across teams to integrate AI solutions and enhance in-product experiences to elevate our support capabilities, ensuring that every customer interaction adds value to their Retool experience
- You will manage a team of Customer Service Representatives who support customers with feature availability, plan management, billing, discount redemptions, and organization settings
- Your leadership will foster their professional growth and ensure that our customer support is empathetic, effective, and efficient, and that our public customer service knowledge is useful, discoverable and accurate
- You'll collaborate closely with our Support Engineering, Community, Revenue Operations, Product, and Sales teams – translating support interactions into scalable customer service excellence and continuous Retool product experience improvement
- Lead the Customer Service team through mentorship, development, and performance coaching
- Establish clear metrics for team performance, documentation quality, and customer satisfaction
- Analyze support trends and customer pain points to inform documentation, product feedback, and process enhancements
- Launch, own, and expand our Help Center and internal knowledge tools, prioritizing self-service opportunities
- Build training and enablement programs to strengthen your team’s communication skills—particularly in written support documentation
- Partner with RevOps and Engineering on the integration of AI and other technological solutions to enhance the team's capabilities
- Foster a culture of curiosity, inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in customer service processes
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.
Retool was founded in 2017, and the company is now valued at over $1 billion. 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. Retool was awarded $45 million in Series C in 2022, which it is using to expand its workforce, tweak its platform, and develop new products.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2022
$45m
SERIES C
Dec 2021
$20m
SERIES C
Total funding: $165.2m
Company benefits
- Competitive healthcare, dental and vision benefits
- Breakfast, lunch and dinner at our San Francisco and New York offices
- $1,200 annual stipend for anything learning-related (books, conferences, classes, etc.)
- $1,000 work-from-home-setup stipend
- Flexible PTO
- Family planning support and paid parental leave
- 401(k) Matching
- Mental health and wellness benefits
Company HQ
Civic Center, San Francisco, CA
Leadership
David Hsu
(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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