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Head of Global Support

Team

Support

Location

San Francisco, United States

Apply on Gem
ABOUT RETOOL
Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. 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 on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.
Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!

WHY WE’RE LOOKING FOR YOU:
Retool’s customers run critical operations on our platform across Apps, Workflows/Automation, and AI Agents. As we scale our enterprise footprint, we’re raising the bar on incident response, technical & premium support, and knowledge/community. We’re looking for a Head of Support who can turn AI into real operational leverage, as defined by faster mitigation, clearer communication, and stronger trust, while building a healthy, high-performing global team.
WHAT YOU'LL DO:
  • 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
  • Drives 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
WHO YOU'LL WORK WITH:
You’ll report into the Technical Customer Experience organization and collaborate with Sales Engineering, Technical Account Management and Professional Services while also partnering closely with Product and Engineering. As a senior leader at Retool you will also contribute to the continued growth and success of the company as a whole.
THE SKILLSET YOU'LL BRING:
  • 12+ years of experience leading technical support, service delivery, or operations teams, with at least 3-5 years in a senior leadership role
  • Demonstrated passion for and delivery of diverse, distributed cultures where there is a high degree of accountability as well as growth and development
  • Proven ability to scale support organizations in high-growth, infrastructure, or SaaS environments
  • Strong understanding of web backends/APIs, auth (SSO/OIDC), databases/SQL, networking basics and partnering deeply with Engineering/SRE
  • Demonstrated expertise in incident management, escalation handling, and SLA governance
  • Experience reviewing customer contracts and working cross-functionally to ensure support feasibility
  • Executive presence with ability to prepare and deliver business reviews and reporting for both customer and internal audiences
  • Skilled at balancing multiple complex projects in a fast-paced, dynamic environment
  • Excellent written and verbal communication, with the ability to influence executives, customers, and technical teams

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.