Lead - Product Support(Customer facing)

Requirements

• What will I be doing?
• Maintain customer relationships and satisfaction by providing exceptional service and ensuring we deliver value through our services.
• Serve as primary escalation contact for high priority support cases, including overall triage management.
• Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives.
• Coordinate with internal teams as needed to meet customer needs and requirements, while managing customer expectations.
• Hire and train support team to provide effective customer communications.
• Be proud of what you work on, obsess about the quality of the work you produce.
• What skills do I need?
• 7+ years of experience in enterprise application support, customer support, or technical support roles, with exposure to web-based applications.
• Strong technical background with the ability to troubleshoot complex customer issues and guide support teams effectively.
• Proven experience in advanced application support, incident management, root cause analysis, and data-driven problem solving.
• Hands-on knowledge of SQL databases, Windows environments, and application troubleshooting; experience with APIs and integrations is an added advantage.
• Strong analytical, logical thinking, and problem-solving skills with the ability to handle escalations and drive timely resolutions.
• Excellent verbal and written communication skills in English, with the ability to collaborate with customers and cross-functional teams.
• Ability to thrive in a fast-paced, dynamic environment while leading teams and driving customer-focused support outcomes.
• 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.