Customer Service Representative

Company: retool
Location: New York
Posted on: April 3, 2025

Job Description:

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

Keywords: retool, New York , Customer Service Representative, Hospitality & Tourism , New York, New York