Customer Service Representative

ABOUT RETOOL: Nearly every company in the world runs on custom business software: Gartner estimates that up to 50% of all code is written for internal usage. This is the operational software for refunding orders, underwriting loans, moderating content, managing marketplaces, rolling out new features, onboarding employees, analyzing transactions, providing customer support…the list is nearly endless. For most companies, building and maintaining all of these tools demands a lot of engineering time—scarce, expensive resources better put to use on customer-facing products. At Retool, we’re designing a new type of development environment that makes it dramatically faster and easier to build all of this software. Retool unifies the ease of visual programming with the power of code, while abstracting away the tedious and repetitive tasks of development. We believe that the future of software development lies in being a force multiplier for developers and technical builders, helping them move considerably faster and build a lot more software.  It’s akin to a new version of Visual Basic, HyperCard, or Flash—with a bit of Figma and some future-of-programming vibes thrown on top. Today, our customers span from small startups building their first operational tools, to Fortune 500 companies building mission-critical apps for thousands of users across their business. WHY WE’RE LOOKING FOR YOU:  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. WHO YOU’LL WORK WITH:  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. IN THIS ROLE, YOU’LL:  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. THE SKILLSETS YOU’LL BRING:  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. Retool offers generous benefits to all employees. For more information, please visit the benefits and perks section of our careers page! At this time, Retool is only set up to employ in the US and UK.