[Remote] Head of Global Support at Retool

New York, New York, United States

Apply Now

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

12+ years of experience leading technical support

Responsibilities

Lead and scale a multi-tier global support organization, spanning Developer Support, Escalation Engineering, and Knowledge Engineering
Foster an environment of talent acquisition, development, and retention to proliferate a team well-positioned to fulfill the current and future support needs of Retool’s customers
Turn support into a product and customer experience signal, through partnership with EPD to prioritize reliability and developer-experience fixes, as well as the broader go to market teams to close the gaps in the customer journey
Drive a culture of high performance within Support centered on providing an exceptional customer experience
Oversee contract feasibility reviews for new customer deals, ensuring promises made to customers are realistic, executable, and fully supported
Own critical incident and escalation management, ensuring clear ownership, structured communication, and timely resolution
Partner with Sales, Engineering, Operations, and the broader Technical Customer Experience organization to ensure support delivery is aligned with both business strategy and customer success
Mentor and grow support leaders and ICs, defining career paths and creating succession plans
Balance multiple high-impact projects in a fast-moving environment with shifting priorities, maintaining focus on customer trust and operational excellence

Skills

Key technologies and capabilities for this role

Incident ResponseTechnical SupportPremium SupportKnowledge ManagementCommunity BuildingTeam LeadershipCustomer SuccessEnterprise SupportSupport Operations

Questions & Answers

Common questions about this position

What are the main responsibilities of the Head of Global Support role?

You will lead and scale a multi-tier global support organization including Developer Support, Escalation Engineering, and Knowledge Engineering; foster talent acquisition, development, and retention; turn support into a product signal through partnerships; drive a high-performance culture focused on customer experience; and oversee contract feasibility reviews for new deals.

Is this a remote position or does it require working from an office?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of team culture does Retool promote for the support organization?

Retool promotes a culture of high performance within Support centered on providing an exceptional customer experience, while fostering talent acquisition, development, and retention to build a healthy, high-performing global team.

What makes a strong candidate for the Head of Global Support position?

A strong candidate can lead and scale a global support organization, turn AI into operational leverage for faster mitigation and trust, partner across teams to improve customer experience, and drive high performance while overseeing contract reviews.

Retool

Simplifies development of internal business tools

About Retool

Retool helps businesses create internal tools quickly and easily, targeting developers and IT teams. Users can build applications by connecting to various databases and APIs using a drag-and-drop interface, which reduces the need for extensive coding. The platform manages data fetching and user interface concerns, allowing developers to focus on customization. Retool operates on a subscription model and aims to streamline operations and improve productivity for businesses.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$160.6MTotal Funding

SERIES_CCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

201-500Employees

Benefits

Competitive healthcare, dental and vision benefits.

Breakfast, lunch and dinner at our San Francisco and New York offices.

$1,200 annual stipend for anything learning-related (books, conferences, classes, etc.).

$1,000 work-from-home-setup stipend.

Take the time you need to recharge!

Family planning support and paid parental leave.

Enrollment and matching up to an effective rate of 4%.

Mental health and wellness benefits

Risks

Increased competition from other low-code platforms may erode market share.

Expansion into external apps could introduce security vulnerabilities.

Dependence on third-party APIs poses risks if services change or fail.

Differentiation

Retool enables rapid internal tool development with a drag-and-drop interface.

It supports integration with various databases and APIs, enhancing flexibility.

Retool's platform is accessible to users with limited programming skills.

Upsides

Retool's expansion to external apps broadens its market reach.

Partnership with OpenAI enhances AI capabilities in business applications.

Growing demand for low-code platforms boosts Retool's market potential.

Land your dream remote job 3x faster with AI

Try Jobo Free