Customer Support Manager - Remote (UK/Europe)

Employment Type: Full-time, Salaried Location: Remote in UK/Europe Salary Range: £35,000 - £50,000

Position Overview

Focal Systems is a pioneering Silicon Valley startup at the forefront of retail AI solutions, dedicated to automating and optimizing brick-and-mortar retail through advanced deep learning computer vision. We are rapidly expanding our UK and European team and are seeking a talented Customer Support Manager to play a critical role in supporting our customers via chat and email. The ideal candidate will leverage both empathy and technical skills to understand and resolve customer issues, developing a deep understanding of our systems and effectively routing inquiries for resolution.

Responsibilities

• Handle customer requests via Zendesk and internal tools.
• Address time-sensitive issues, utilizing data to validate and appropriately route them.
• Develop deep expertise in Focal's processes, systems, and resources to drive positive customer outcomes.
• Demonstrate effective communication skills.
• Provide light weekend coverage (approximately 2-4 hours per day on Saturdays and Sundays), with the option to take equivalent time back during the week.

Requirements

• At least 2 years of experience troubleshooting customer issues remotely.
• Effective written communication skills in English, including excellent grammar, spelling, and the ability to write formally and casually.
• Above-average technical skills; you will need to become an expert on our system.
• Experience in a fast-paced customer service role, with resilience in an ever-changing environment.
• Experience using customer support platforms such as Zendesk and Jira.
• A customer-centric mentality and a genuine desire to help people solve problems.
• Ability to be a self-starter and work effectively in a team environment.
• A startup mindset and work ethic that embodies company core values, with the ability, motivation, and energy to independently manage multiple priorities in a fast-paced, unstructured environment.

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 that guide our business approach.
• Exceptional Team: We are a team of hard-working, fun-loving professionals from leading universities, research labs, and tech companies, dedicated to redefining the state-of-the-art.
• Outstanding Partners: We collaborate with over 10 of the world's largest retailers and benefit from a world-class network of investors, advisors, and partners.

Benefits

We are committed to the health, happiness, and wellbeing of our employees and offer:

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

Application Instructions

Please refer to the original job posting for specific application instructions.