Customer Service Representative at Retool – New York, New York

ABOUT RETOOLNearly 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 YOURetool 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 non-technical inquiries and issues.
WHO YOU’LL WORK WITH 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.
IN THIS ROLE, YOU’LL:

• 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.

THE SKILLSETS YOU’LL BRING:

• 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.

For candidates based in the United States, 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 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.
The base pay range for this role is $97,000 – $133,600 per year.
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.