Retool · 3 weeks ago
Head of Global Support
New York
Full-time
Hybrid
Director/Executive
12+ years expRetool is a company that empowers its customers to run critical operations on their platform. They are seeking a Head of Global Support to lead and scale a multi-tier global support organization while ensuring exceptional customer experience and operational excellence.
Enterprise SoftwareProductivity ToolsSoftwareSoftware Engineering
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
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
Qualification
Required
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
Company
Retool
Retool is a software development company that offers solutions in AI apps, documentation, developer tools, and external apps.
201-500 employees
H1B Sponsorship
Retool has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (5)
2022 (13)
2021 (4)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$141MKey Investors
Sequoia Capital
2022-07-27Series C· $45M
2021-12-22Series C· $20M
2020-10-20Series B· $50M
Leadership Team
David Hsu
Founder, CEO
Recent News
SV Angel
2025-12-01
Company data provided by crunchbase