Head of Global Support

Back to jobs New Head of Global Support New York, NY; Remote; San Francisco, CA Apply ABOUT RETOOL Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows. At Retool, we’re building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components. Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for. Let's build the future together! WHY WE’RE LOOKING FOR YOU:  Retool’s customers run critical operations on our platform across Apps, Workflows/Automation, and AI Agents. As we scale our enterprise footprint, we’re raising the bar on incident response, technical & premium support, and knowledge/community. We’re looking for a Head of Support who can turn AI into real operational leverage, as defined by faster mitigation, clearer communication, and stronger trust, while building a healthy, high-performing global team. WHAT YOU'LL DO: Lead and scale a multi-tier global support organization, spanning Developer Support, Escalation Engineering, and Knowledge Engineering Foster an environment of talent acquisition, development, and retention to proliferate a team well-positioned to fulfill the current and future support needs of Retool’s customers Turn support into a product and customer experience signal, through partnership with EPD to prioritize reliability and developer-experience fixes, as well as the broader go to market teams to close the gaps in the customer journey Drives a culture of high performance within Support centered on providing an exceptional customer experience Oversee contract feasibility reviews for new customer deals, ensuring promises made to customers are realistic, executable, and fully supported Own critical incident and escalation management, ensuring clear ownership, structured communication, and timely resolution Partner with Sales, Engineering, Operations, and the broader Technical Customer Experience organization to ensure support delivery is aligned with both business strategy and customer success Mentor and grow support leaders and ICs, defining career paths and creating succession plans Balance multiple high-impact projects in a fast-moving environment with shifting priorities, maintaining focus on customer trust and operational excellence WHO YOU'LL WORK WITH: You’ll report into the Technical Customer Experience organization and collaborate with Sales Engineering, Technical Account Management and Professional Services while also partnering closely with Product and Engineering. As a senior leader at Retool you will also contribute to the continued growth and success of the company as a whole. THE SKILLSET YOU'LL BRING: 12+ years of experience leading technical support, service delivery, or operations teams, with at least 3-5 years in a senior leadership role Demonstrated passion for and delivery of diverse, distributed cultures where there is a high degree of accountability as well as growth and development Proven ability to scale support organizations in high-growth, infrastructure, or SaaS environments Strong understanding of web backends/APIs, auth (SSO/OIDC), databases/SQL, networking basics and partnering deeply with Engineering/SRE Demonstrated expertise in incident management, escalation handling, and SLA governance Experience reviewing customer contracts and working cross-functionally to ensure support feasibility Executive presence with ability to prepare and deliver business reviews and reporting for both customer and internal audiences Skilled at balancing multiple complex projects in a fast-paced, dynamic environment Excellent written and verbal communication, with the ability to influence executives, customers, and technical teams For candidates based in the United States, we have three geographic pay zones. For this role, the pay range(s) for this role in each zone is listed below and represents base salary range for non-commissionable roles or on-target earnings (OTE) for commissionable roles. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate’s experience and qualifications, and location.  Additional compensation in the form(s) of equity, and/or commission/bonuses are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans. Tier 1 $194,800 - $263,600 USD Tier 2 $165,600 - $224,000 USD Tier 3 $136,300 - $184,500 USD Retool offers generous benefits to all employees and hybrid work location. 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