Job
Description
As a Manager at Zenoti, you will be responsible for managing a multi-location/multi-national team to drive the support team in helping customers effectively use Zenoti for their business operations. Your main focus will be on enhancing customer experience by delivering top-notch support services. You will also be involved in planning and implementing support programs for the customer success team, while offering guidance on standards, best practices, and tools. It's important to note that the support team works 365 days a year, 24x7, and flexibility is expected from all team members to meet the demands effectively. **Key Responsibilities:** - Customer Focus - Customer Empathy - Customer Advocacy with Business Alignment - Excellent Communication Skills - Problem-Solving & Decision-Making - Creativity & Innovation - Escalation Management & Prevention - People - Team Leadership & Motivation - Coaching, Development & Quality Assurance - Performance Management - Delegation & Empowerment - Conflict Resolution & Emotional Intelligence - Recruitment, Interviewing & Onboarding - Impact & Influence - Product - Deep Product Understanding - Technical Troubleshooting Skills - Hands-on Solution Testing - Hands-on Information Gathering - Subject Matter Leadership - Process - Process Improvement - Data Analysis & Reporting - Operational Planning & Goal Alignment - Adaptability, Resilience & Change Management - Time & Queue Management - Tools - Understanding of Support Tools & Systems - Tool Optimization & Process Automation **Qualifications Required:** - Full understanding of organizational operations - Ability to handle multiple changing priorities and escalations - Expertise in solutioning for customer requirements - Excellent communication skills - Strong interpersonal skills - Ability to work with cross-functional global teams - Understanding of data-driven decision making - Bachelor's degree, Master's degree preferred - 10+ years of managerial and technical support experience - Previous experience with data-driven, web-based applications - Self-motivated and able to work independently - Previous experience in retail, beauty, or wellness industry is an advantage Zenoti is NOT a call center, and applicants for this position must have extensive experience in supporting complex, mission-critical software at the enterprise level. As a Manager at Zenoti, you will be responsible for managing a multi-location/multi-national team to drive the support team in helping customers effectively use Zenoti for their business operations. Your main focus will be on enhancing customer experience by delivering top-notch support services. You will also be involved in planning and implementing support programs for the customer success team, while offering guidance on standards, best practices, and tools. It's important to note that the support team works 365 days a year, 24x7, and flexibility is expected from all team members to meet the demands effectively. **Key Responsibilities:** - Customer Focus - Customer Empathy - Customer Advocacy with Business Alignment - Excellent Communication Skills - Problem-Solving & Decision-Making - Creativity & Innovation - Escalation Management & Prevention - People - Team Leadership & Motivation - Coaching, Development & Quality Assurance - Performance Management - Delegation & Empowerment - Conflict Resolution & Emotional Intelligence - Recruitment, Interviewing & Onboarding - Impact & Influence - Product - Deep Product Understanding - Technical Troubleshooting Skills - Hands-on Solution Testing - Hands-on Information Gathering - Subject Matter Leadership - Process - Process Improvement - Data Analysis & Reporting - Operational Planning & Goal Alignment - Adaptability, Resilience & Change Management - Time & Queue Management - Tools - Understanding of Support Tools & Systems - Tool Optimization & Process Automation **Qualifications Required:** - Full understanding of organizational operations - Ability to handle multiple changing priorities and escalations - Expertise in solutioning for customer requirements - Excellent communication skills - Strong interpersonal skills - Ability to work with cross-functional global teams - Understanding of data-driven decision making - Bachelor's degree, Master's degree preferred - 10+ years of managerial and technical support experience - Previous experience with data-driven, web-based applications - Self-motivated and able to work independently - Previous experience in retail, beauty, or wellness industry is an advantage Zenoti is NOT a call center, and applicants for this position must have extensive experience in supporting complex, mission-critical software at the enterprise level.
