Manager - Product Support(10+ years)
Zenoti
Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes
Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com
What's the Opportunity?
We are looking for an experienced Manager – Client Support to lead a global team responsible for delivering exceptional enterprise-level support to Zenoti customers. This role is focused on ensuring seamless client operations by managing L2 support engineers, monitoring ticket queues, optimizing resource allocation, driving SLA adherence, and leading customer escalations.
As a people leader, you will oversee day-to-day support operations across multiple locations, ensuring timely resolution of complex customer issues while maintaining high customer satisfaction. You will collaborate closely with Customer Success, Product, Engineering, and Professional Services to improve support quality, reduce escalations, and continuously enhance the customer experience.
This is a 24x7 global support organization operating 365 days a year, requiring flexibility in managing teams across shifts and geographies.
Customer & Client Support Operations
- Lead a global L2 Client Support team responsible for resolving complex customer issues for enterprise customers.
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