Represent customer needs to post-sales support and stakeholders.
Monitor day-to-day Focal workflows: intake, triage, escalations.
Track SLA adherence and commitments to identify risks early.
Partner with Engineers to ensure technical engagement; produce backlog dashboards.
Lead onboarding into Focal services; manage resolution with light RCAs.

🎯 Requirements

Bachelor’s degree; 8+ years’ experience, incl. 2+ years in support ops.
Knowledge of SLAs, ticket lifecycles, backlog, aging, metrics.
Strong cross‑team coordination and follow‑through.
Excellent written and verbal communication; concise status updates.
Proficiency with Salesforce Service Cloud; dashboards and reporting.
Experience with light RCAs and action planning.

🎁 Benefits

Various health plans.
Time off for vacation and sick time.
Parental leave options.
Retirement options.
Education reimbursement.
In-office perks and more.

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