Customer Support Manager

Type: Full time, salaried employment
Location: Remote in UK/Europe
Salary range: £35,000 - £50,000

Who We Are
Focal Systems is a pioneering Silicon Valley startup, leading the charge in retail AI solutions. We're on a mission to automate and optimise brick-and-mortar retail using cutting-edge deep learning computer vision. We've already made a significant impact, with our solutions deployed at scale with some of the world's top retailers and we're expanding rapidly and looking for exceptional talent to join our journey within our UK and European team. We're searching for smart, creative, and passionate individuals who are eager to learn, enjoy critical thinking, share our core values, and are excited about building a great and enduring company with us.

What We Are Looking For
We are looking for a Customer Support Manager to play a critical role in supporting our customers via chat and email. The ideal candidate will use both empathy and technical skills to understand and address customer issues. In this role you will develop a deep understanding of our systems and the ability to confirm issues and route them to the appropriate resource for resolution. 

Weekend availability —  the successful candidate will be someone who can provide light weekend coverage (around 2 - 4 hours per day, on Saturdays and Sundays). If you do work weekends, you’re welcome to take that time back during the week to help keep things balanced. 

What You Will Be Doing
Key results to deliver:

• Handle requests via Zendesk and using internal tools
• Address time-sensitive issues using data to validate and appropriately route
• Develop deep expertise in how Focal’s processes, systems, and resources work, and how to use them to drive positive outcomes for customers
• Demonstrate effective communication skills 
  
  

What You Need to Be Successful

• At least 2 years of experience troubleshooting customer issues remotely.
• Effective written communication skills, including great grammar, spelling, and the ability to write both formally and casually in English.
• Above average technical skills - you will need to be an expert on our system.
• Experience in a fast-paced customer service role and are resilient in an ever-changing environment. 
• Experience using ZenDesk, Jira, and similar software platforms.
• A customer-centric mentality and the desire to help people solve their problems.
• Be a self-starter that works well in a team environment. 
• Start-up mindset and work ethic that embodies company core values with ability, motivation, and energy to manage multiple priorities in a fast-paced, unstructured environment independently and as a team

Nice To Have

• Fluency in multiple languages (English, German, French desired)
  
  

Why Focal Systems

• Strong Values and Mission: We are a tightly-knit team with an ambitious mission and a strong set of core values, which define our approach to business and have successfully guided us since inception
• Exceptional Team: We are a team of hard-working, fun-loving professionals from some of the most eminent universities, research labs, and tech companies of our time. We pride ourselves on recruiting exceptional individuals to help us redefine the state-of-the-art
• Outstanding Partners: We work with 10+ of the largest retailers in the world and have a world-class roster of investors, advisors and partners to support & advise us in our endeavors
  
  

Benefits
We care deeply about the health, happiness, and wellbeing of all our employees. We offer:

• Competitive Salary & Attractive Stock
• Generous Paid Time Off 
• Pension
• Sick Leave
• Parental Leave
• Learning and Development Budget