Customer Support Manager

United Kingdom

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£35,000 – £50,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail Technology, Artificial IntelligenceIndustries

Requirements

Candidates must have at least 2 years of experience troubleshooting customer issues remotely and possess above-average technical skills to become an expert on the system. Effective written communication skills with excellent grammar and spelling in English are essential, along with experience in fast-paced customer service roles and proficiency in platforms like Zendesk and Jira. A customer-centric mentality, self-starter attitude, and a startup mindset with the ability to manage multiple priorities independently and as part of a team are crucial. Weekend availability for light coverage is also required. Fluency in multiple languages, particularly German and French, is a plus.

Responsibilities

The Customer Support Manager will support customers via chat and email, handling requests through Zendesk and internal tools. They will address time-sensitive issues by validating them with data and routing them appropriately. This role involves developing deep expertise in Focal Systems' processes, systems, and resources to drive positive customer outcomes and demonstrating effective communication skills.

Skills

Customer Support

Zendesk

Troubleshooting

Remote Support

Communication

Data Analysis

Retail AI

Computer Vision

Focal Systems

Automates retail operations with AI technology

About Focal Systems

Focal Systems automates and optimizes retail operations for physical stores using artificial intelligence. Its main product, FocalOS, is an operating system that improves store management and inventory processes while increasing financial performance. FocalOS uses battery-powered, WiFi-enabled cameras to scan store shelves every hour, providing retailers with real-time data on inventory levels. This helps retailers manage stock more efficiently and quickly address supply issues. Unlike competitors, Focal Systems focuses specifically on the needs of brick-and-mortar retailers, offering both software and hardware solutions. The company's goal is to enhance operational efficiency and reduce labor costs for retailers, ultimately delivering significant value in the retail technology market.

Menlo Park, CaliforniaHeadquarters

2015Year Founded

$40.7MTotal Funding

SERIES_BCompany Stage

Consumer Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Health Insurance

Paid Time Off

Education grants

Stock Options

Company Equity

Quarterly Team Retreats

Risks

Increased competition from other AI-driven retail startups could erode market share.

Rapid technological advancements may necessitate costly updates to FocalOS.

Potential data privacy concerns from in-store cameras could lead to regulatory scrutiny.

Differentiation

Focal Systems offers AI-driven solutions specifically for brick-and-mortar retail optimization.

Their flagship product, FocalOS, provides real-time, accurate shelf inventory data.

The company uses cost-effective, battery-powered cameras for continuous shelf monitoring.

Upsides

Focal Systems is expanding into the UK market amid high demand for AI solutions.

Partnerships with major retailers like Walmart and Piggly Wiggly enhance market credibility.

The collaboration with Pricer indicates a trend towards comprehensive AI retail solutions.

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