Senior Product Support Specialist

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.

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

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.

We are looking for Product Support Consultants to join our support team to help our customers use Zenoti effectively to run their business. This team works Mon- Friday - 9 AM - 6 PM UK time and so our consultants have to work at times when our customers need help. Applicants to this role will need to be flexible since their shift assignment will be based on the needs of our customers. We will work with you to ensure your hours are consistent over a long time horizon such that you can ensure a healthy life with good work-life balance. This will be an in-office position based in our office in Manchester, UK.

What Will I be doing?

• Receive inbound help requests from customers via the primary channels of phone call, chat, and email.
• Own customer reported issues and see problems through to resolution; be an advocate for our customers and their needs.
• Consult with customers to ensure their business operations run effectively on Zenoti.
• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
• Raise issues to higher levels of support as needed; be able to identify when you need help to solve an issue.
• Be a trusted advisor to our customers on issues related to Zenoti products and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Provide peer mentorship to team members.
• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
• Be proud of what you work on, obsess about the quality of the work you produce.
• Influence the direction of the product by providing feedback about challenges customers have with using our product.

What Skills do I need?

• Minimum 3 years in a public-facing, English speaking service position requiring frequent customer engagement; the ideal candidate will come from a hospitality or retail background.
• Experience running a Point-of-Sale or reservations system.
• Tenaciousness and perseverance.
• A technology-centric background with demonstrated curiosity and self-learning.

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.