Manager - Product Support

You will be responsible for managing a multi-location/multi-national team and driving the support team to help customers effectively use Zenoti to run their businesses. Your focus will be on enhancing the customer experience by ensuring top-notch delivery of support services. In this role, you will also plan and deliver support programs for the customer success team and offer guidance on standards, best practices, and tools. The team works 365 days a year, 24x7, and flexibility is expected from team members to meet this demand. Requirements for the role include customer focus, excellent communication skills, problem-solving and decision-making abilities, creativity and innovation, escalation management, team leadership and motivation, coaching and development, performance management, delegation and empowerment, conflict resolution, recruitment and onboarding, impact and influence, deep product understanding, technical troubleshooting skills, hands-on solution testing, process improvement, data analysis and reporting, operational planning, adaptability and resilience, time and queue management, understanding of support tools and systems, tool optimization and process automation. An ideal candidate for this position will have a full understanding of organizational operations, the ability to handle multiple changing priorities and escalations, expertise in solutioning for customer requirements, excellent communication skills, strong interpersonal skills, ability to work with global teams, understanding of data-driven decision-making, previous experience with SQL queries, a bachelor's degree (Master's degree preferred), at least 10 years of managerial and technical support experience, previous advanced support experience with data-driven web-based applications, self-motivation, previous experience in the retail, beauty, or wellness industry, and extensive experience with supporting complex, mission-critical software at the enterprise level.,