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Manager - Product Support

Manager for product support, enhancing customer experience with Zenoti.
Zenoti
On-Site
India
Undisclosed salary
Job Description
Zenoti is seeking a Manager of Product Support to lead a multi-location team and enhance the customer experience. This role involves ensuring the effective use of Zenoti's software by customers and delivering top-notch support services. The Manager will also plan and deliver support programs for the customer success team, offering guidance on standards, best practices, and tools.

Role Involves:
  • Managing a multi-location/multi-national team.
  • Driving the support team to help customers use Zenoti effectively.
  • Enhancing customer experience through top-notch support services.
  • Planning and delivering support programs for the customer success team.
  • Offering guidance on standards, best practices, and tools.

Requirements:
  • Customer Focus: Customer Empathy, Customer Advocacy with Business Alignment, Excellent Communication Skills, Active Listening.
  • Problem-Solving & Decision-Making: Ability to analyze complex support issues, identify solutions, and make timely, sound decisions.
  • People: Team Leadership & Motivation, Coaching, Development & Quality Assurance, Performance Management.
  • Product: Deep Product Understanding, Technical Troubleshooting Skills, Hands-on Solution Testing, Hands-on Information Gathering.
  • Process: Process Improvement, Data Analysis & Reporting, Operational Planning & Goal Alignment.
  • Tools: Understanding of Support Tools & Systems, Tool Optimization & Process Automation.
  • Full understanding of the way an organization operates to meet its objectives.
  • Ability to handle multiple changing priorities and simultaneous escalations.
  • Expertise in solutioning for customer’s requirements through the application/product.
  • Strong interpersonal, written, verbal and non-verbal communication skills.
  • Ability to lead and work with cross-functional global teams.
  • Be able to get things done using impact and influence.
  • Understanding of data-driven decision making and can quickly assimilate data models.
  • Previous experience with basic SQL queries and reporting is a must.
  • Knowledge on third party integrations and APIs is desirable.
  • A bachelor's degree, Master’s degree preferred.
  • 10+ years of managerial and technical support experience.
  • Previous advanced support experience with data-driven, web-based applications
  • Self-motivation and ability to work independently with minimum supervision.
  • Previous experience in the retail, beauty, or wellness industry is a distinct advantage.

Zenoti offers:
  • Opportunity to manage a multi-location/multi-national team.
  • Chance to enhance customer experience.
  • Involvement in planning and delivering support programs.
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