Job
Description
Job description 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 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 Here are key expectations from this role. Manage operations & global Product and Technical Support. Accountable for delivering great support experience to global customers of all verticals and of all business sizes. Ensure resolution of issues within agreed SLAs. Review all change requests, escalations, service requests and customer satisfaction. Continue Innovating the technology infrastructure for support - including ticketing, status reporting, customer community and issue deflection Collaborate with others in Customer Success, Engineering, Finance, and other internal groups to deliver services and solutions which Delight our Customers. Be the Voice of the customer -- Identify and drive changes in Product and company Processes to increase efficiency while improving Customer Experience Forecast the demand, Recruit, hire, develop, and retain a high quality team Focus maniacally on the Zenoti customer and employee experience Skills needed to be successful in the role 10+ years of experience in Customer Support 15+ years of experience in Customer facing roles Good to have a long stint in SaaS companies supporting complex products with high volume of cases Exposure in Global regions Negotiation Vendor Management Led a team of more than 100 people. Qualifications Required A degree in engineering or equivalent Why Zenoti Be part of an innovative company that is revolutionizing the wellness and beauty industry. Work with a dynamic and diverse team that values collaboration, creativity, and growth. Opportunity to lead impactful projects and help shape the global success of Zenoti s platform. Attractive compensation. Medical coverage for yourself and your immediate family. Access to regular yoga, meditation, breathwork, and stress management sessions. We also include your family in benefit awareness initiatives. Regular social activities, and opportunities to give back through social work and community initiatives.
