Customer Service Representative

Retool • New York, NY

7h

About The Position

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’ll collaborate closely with the Customer Service team in New York and partner with support and software engineers across Retool. Together, you’ll respond to customer account and billing issues, train new team members, and build on the Retool support docs. Customer Service is part of the broader Support organization, which spans SF, NYC, and London. Despite our growth, we maintain a tight-knit, collaborative culture, united by a shared passion for helping customers and building an innovative product.

Requirements

• 1+ years of experience in a customer service role, preferably in the tech or SaaS industry
• 1+ years of experience in technical writing
• 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.

Responsibilities

• Resolve customer issues related to plan levels, subscriptions, discount redemptions, and feature availability
• Document customer interactions, troubleshooting steps, and resolutions in our internal facing knowledge base.
• Collaborate with cross-functional teams to identify and resolve process gaps.
• Develop and maintain content for our external support help center.
• 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 documentation enablement programs, and other self-service resources to customers
• File feedback requests and bug reports of customer friction within our issue-tracking software
• Contribute to data tagging, categorization, and validation to help power our AI-generated answer models.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed