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For Companies At a Glance
- Tasks: Support customers via chat and email, resolving issues with empathy and technical skills.
- Company: Focal Systems is a pioneering Silicon Valley startup revolutionising retail with AI solutions.
- Benefits: Enjoy competitive salary, generous paid time off, pension, and a learning budget.
- Why this job: Join a fun, ambitious team making a real impact in the retail industry.
- Qualifications: 2+ years in remote customer support, strong communication skills, and tech-savvy.
- Other info: Weekend availability required; flexible hours during the week to maintain balance.
The predicted salary is between 29000 - 42000 £ per year.
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
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
- Learning and Development Budget
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Customer Support Manager employer: Focal Systems
Contact Detail:
Focal Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Familiarise yourself with Focal Systems' products and services. Understanding their retail AI solutions will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during any discussions.
✨Tip Number 2
Brush up on your Zendesk skills. Since you'll be using this platform to handle customer requests, being proficient in it will allow you to navigate issues quickly and efficiently, showcasing your technical expertise.
✨Tip Number 3
Prepare for scenarios that require empathy and problem-solving. Think of examples from your past experiences where you've successfully resolved customer issues, as this will highlight your customer-centric mentality during interviews.
✨Tip Number 4
Showcase your adaptability and resilience. Focal Systems operates in a fast-paced environment, so be ready to discuss how you've thrived in similar situations and managed multiple priorities effectively.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Support Manager at Focal Systems. Familiarise yourself with their products and services, as well as the tools mentioned in the job description, like Zendesk and Jira.
Tailor Your CV: Highlight your relevant experience in customer support roles, especially any experience with remote troubleshooting. Emphasise your technical skills and familiarity with the software platforms they use. Make sure to showcase your ability to communicate effectively in both formal and casual settings.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and your understanding of Focal Systems' mission. Use specific examples from your past experiences to demonstrate how you embody the qualities they are looking for, such as empathy, resilience, and a customer-centric mentality.
Proofread Your Application: Ensure that your application is free from grammatical errors and typos. Given the emphasis on effective written communication in the job description, a polished application will reflect your attention to detail and professionalism.
How to prepare for a job interview at Focal Systems
✨Show Your Empathy
As a Customer Support Manager, empathy is key. Be prepared to share examples of how you've successfully resolved customer issues in the past by understanding their perspective and needs.
✨Demonstrate Technical Proficiency
Focal Systems values technical skills, so brush up on your knowledge of Zendesk, Jira, and any relevant software. Be ready to discuss how you've used these tools to enhance customer support in previous roles.
✨Communicate Clearly
Effective written communication is crucial for this role. Practice articulating your thoughts clearly and concisely, both formally and casually, as you may be asked to demonstrate your writing skills during the interview.
✨Embrace the Start-Up Mindset
Focal Systems is a fast-paced start-up, so highlight your adaptability and resilience. Share experiences where you've thrived in dynamic environments and managed multiple priorities effectively.
