Manager, Customer Support
Zenoti, United States
Job Description
- From our headquarters in Bellevue, Washington, you will lead a team of Customer Support account managers who are engaged with our largest accounts in North America
- You will be the ultimate owner for customer satisfaction across the accounts assigned to your team
- You will be the team leader on product support, problem resolution, mentorship, enablement and training matters
- This role requires a hands-on approach in addition to managing the team, you will work personally troubleshoot customer-facing business and technical issues with Zenoti customers in support of their daily business operations
- You will drive existing programs and develop new ways to enable support delivery and customer satisfaction
- You will serve as contact for large customer accounts, while leveraging a broader supporting team across the world to deliver quick and effective solutions to customer issues
- Champion and advocate for customer requirements
- Partner with internal business and technical teams to ensure timely issue resolution when escalation is required
What skills do I need?
- Good understanding of Customer amp; Product Support, and IT best practices and a real passion for continuous improvement
- Ability to support, mentor, hire, lead and enable a team of account management professionals
- Excellent verbal and written communication skills
- Outstanding troubleshooting, analytical, and problem-solving abilities
- Exceptional customer focus and action-oriented mindset
- Ability to manage multiple priorities across multiple projects simultaneously
- Partner closely with resources across functions and geographies
- Open to traveling on short notice to customer locations when required
- Experience in a customer service/retail segment is a plus
- Experience in the wellness/spa industry is a plus
- Experience supporting e-commerce solutions is a plus
Requirements
- Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
- 3+ years of technology-related support leadership experience, guiding teams in customer-facing support activities
- At least 6 years of progressive experience supporting complex, data-driven applications with recent SaaS experience
- Experience directly interacting with technical customers via email, ticketing systems, or phone
NOTE: This position will be remote to start, but primarily located in the Bellevue/Seattle area.
Benefits
At Zenoti, we believe that when people feel good, they are able to do great things. We enable our employees to unleash their potential by providing enriching career opportunities and dynamic financial rewards. We foster an enriching culture, supportive and dynamic work environment, and encourage our employees to balance life, work, and wellbeing. We offer all of our employees:
- A competitive base salary, plus bonus
- Eligibility to receive equity through company Employee Stock Option Plan
- Medical, dental, and vision coverage
- Participation in company 401k plan
- Paid parental leave
- Unlimited paid time off
- Flexible work hours
- Programs, classes and activities supporting your physical and mental well being, led by Zenoti's dedicated Chief Wellness Officer
About Zenoti
Established in 2010, Zenoti is a leading SaaS solution provider in the beauty and wellness industry. We are a fast growing, well-funded Series D stage company headquartered in Bellevue, WA. Zenoti was ranked in Deloitte’s Technology Fast 500 list in 2019 and 2020, and we have just achieved "unicorn" status!
Zenoti offers an all-in-one, cloud-based, enterprise software that helps spas, salons, medi-spas, fitness centers around the world manage and grow their business. Zenoti software is used by over 12,000 clients in more than 32 countries, including many of the world’s leading salon and spa brands.
Learn more about us at https://www.zenoti.com.
Zenoti is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.