Customer Support Manager

Summary

Join Focal Systems, a leading Silicon Valley startup in retail AI solutions, as a Customer Support Manager. This full-time, remote position (UK/Europe) offers a competitive salary (£35,000-£50,000). You will provide critical customer support via chat and email, utilizing both empathy and technical skills. The role demands expertise in Focal's systems and the ability to efficiently route issues for resolution. Weekend availability (2-4 hours/day, Sat & Sun) is required, with flexible time-off options during the week. This position requires at least 2 years of remote troubleshooting experience and proficiency with Zendesk and Jira.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

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