Customer Service Representative, Retool
$75.7-102.5k
Low-code internal tools building software
Posted today
Low-code internal tools building software
201-500 employees
Posted today
$75.7-102.5k
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
- 1+ years of experience in a customer service role, preferably in the SaaS industry providing administrative support to a technical audience
- A passion for ensuring a positive customer experience - emotional intelligence and an empathetic inclination to understand customer needs and challenges
- Exceptional verbal and written communication skills
- Naturally inclined to view scenarios from customers point of view
- 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
- Specific software development or coding language knowledge is not required, but enablement opportunities will be available if interested
What the job involves
- Retool is a fast-growing company that is changing the landscape of how software is built
- Our Support team is at the forefront of ensuring our customers have a seamless and efficient experience with Retool
- We are looking to expand this stellar team with a Customer Service Representative, who will serve as our customers' first point of contact for technical and non-technical inquiries and issues
- 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 account administration, 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 Escalation 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 and support analysis
- Participate in the creation, maintenance, and organization of Help Center articles related to common account and billing topics
- Review/edit public-facing articles for style, consistency, and clarity in response to customer feedback
- Conduct audits of tickets to identify commonly asked questions and friction points from customers
- Interface with other Retools from various departments providing your perspective ways to improve the customer experience
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
Articles
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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