Customer Service Representative - Remote

Overview

Retool is a fast-growing company that is changing the landscape of how software is built. We are looking to expand our Support team with a Customer Service Representative, who will serve as our customers' first point of contact for technical and non-technical inquiries and issues.

In Short

• Resolve customer issues related to account administration and subscriptions.
• Answer general inquiries and coordinate with internal teams.
• Escalate concerning customer reports to Escalation Engineering.
• Receive mentorship on Retool product capabilities.
• Recommend relevant documentation and self-service resources.
• File feedback and reports of customer friction.
• Contribute to data tagging and validation for AI models.
• Participate in the creation of Help Center articles.
• Review public-facing articles for clarity and consistency.
• Conduct audits of tickets to identify common questions.

Requirements

• 1+ years of experience in a customer service role, preferably in SaaS.
• A passion for ensuring a positive customer experience.
• Exceptional verbal and written communication skills.
• Ability to interpret customer needs and provide solutions.
• Proficiency in using customer support tools preferred.
• Aptitude for learning new technologies.
• Specific software development knowledge is not required.

Benefits

• Comprehensive benefit plan including medical, dental, and vision.
• 401(k) plan.
• Equity and commission/bonuses dependent on position.
• Generous benefits for all employees.
• Hybrid work location.