Oversee daily Focal Support operations to meet SLAs.
Represent customer needs to post-sales support as a key ops contact.
Monitor day-to-day Focal workflows to ensure goals are met.
Track SLA adherence and identify risks early to prevent misses.
Partner with Support Engineers to produce dashboards on backlog health and risks.
Lead onboarding of Focal accounts and drive light RCAs.

🎯 Requirements

Bachelor’s degree with 8+ years of experience, incl 2+ years in CS/Tech Support Ops
Knowledge of SLAs, ticket lifecycles, and support metrics
Strong ability to coordinate across technical teams and stakeholders
Professional written and verbal communication with concise status updates
Proficiency with Salesforce Service Cloud; dashboards and reporting
Familiarity with incident and problem management and premium support programs

🎁 Benefits

Various health plans
Vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks

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