Job Application for Customer Service Representative at Retool

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ABOUT RETOOL

Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. 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 on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.

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. Interested in joining us? Let us know!

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 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

THE SKILLSETS YOU’LL BRING:

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

For candidates based in New York, the pay range(s) for this role 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.

New York

$75,700 - $102,500 USD

Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!

Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.

Customer Service Representative

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