<p>WHY WE'RE LOOKING FOR YOU</p> <p>As Retool continues to grow and redefine the software development landscape, we're searching for a Manager of Customer Service Knowledge to transform our customer service experience. In this pivotal role, you will lead and empower our Customer Service team to deliver responsive, empathetic support while proactively scaling assistance through exceptional documentation. By leveraging your team's knowledge base and analyzing support ticket trends, you'll identify crucial product and service improvement areas. You'll partner across teams to integrate AI solutions and enhance in-product experiences to elevate our support capabilities, ensuring that every customer interaction adds value to their Retool experience. This role is perfect for a leader who excels in both operational management and strategic knowledge creation-someone who understands the value of personalized support and can strategically scale solutions through high-quality content.</p> <p>WHO YOU'LL WORK WITH</p> <p>You will manage a team of Customer Service Representatives who support customers with feature availability, plan management, billing, discount redemptions, and organization settings. Your leadership will foster their professional growth and ensure that our customer support is empathetic, effective, and efficient, and that our public customer service knowledge is useful, discoverable and accurate. You'll collaborate closely with our Support Engineering, Community, Revenue Operations, Product, and Sales teams - translating support interactions into scalable customer service excellence and continuous Retool product experience improvement.</p> <p>IN THIS ROLE, YOU WILL:</p> <ul> <li>Lead the Customer Service team through mentorship, development, and performance coaching. </li><li>Establish clear metrics for team performance, documentation quality, and customer satisfaction. </li><li>Analyze support trends and customer pain points to inform documentation, product feedback, and process enhancements. </li><li>Launch, own, and expand our Help Center and internal knowledge tools, prioritizing self-service opportunities. </li><li>Build training and enablement programs to strengthen your team's communication skills-particularly in written support documentation. </li><li>Partner with RevOps and Engineering on the integration of AI and other technological solutions to enhance the team's capabilities. </li><li>Foster a culture of curiosity, inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in customer service processes. </li></ul> <p>THE SKILLSET YOU'LL BRING:</p> <ul> <li>2+ years of experience leading customer service, support, or knowledge management teams, ideally within tech or SaaS. </li><li>Experience building and scaling public-facing support content and self-service resources. </li><li>Excellent verbal and written communication skills, with an ability to clearly convey complex ideas and mentor your team daily on their writing abilities. </li><li>Comfort working cross-functionally with technical and non-technical partners. </li><li>Data-driven mindset with strong analytical skills to identify trends, challenges, and opportunities in customer service data. </li><li>Passion for creating an outstanding customer experience, with a deep understanding of customer needs and challenges. </li><li>A systems thinker with a builder's mindset-you enjoy optimizing processes and designing for scale. </li><li>Enthusiasm for serving developer audiences is a plus, though coding experience is not required. </li></ul>