Customer Support Manager, Focal

• The ideal candidate will use both empathy and technical skills to understand and address customer issues
• 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

Desirable

• We are looking for a Customer Support Manager to play a critical role in supporting our customers via chat and email
• 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
• 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