customer support
Posted 14 hours agoManager - Product Support(10+ years)
at Zenoti
Hyderabad, IndiaOn-site
Responsibilities
- Lead a global L2 Client Support team responsible for resolving complex customer issues for enterprise customers.
- Ensure consistent delivery against SLAs, response times, resolution targets, and customer satisfaction goals.
- Monitor ticket queues continuously and proactively manage workload distribution to maintain optimal support coverage.
- Own the health of customer support operations by reducing backlog, minimizing aging tickets, and improving first-response and resolution metrics.
- Drive effective customer communication throughout the lifecycle of critical issues.
- Identify recurring customer issues and collaborate with Product and Engineering teams to eliminate root causes. L2 Support Operations & Resource Management
- Manage day-to-day operations of the L2 support organization across multiple regions.
- Plan workforce allocation based on ticket volumes, customer priorities, and business requirements.
- Monitor queue health, engineer utilization, backlog trends, and productivity metrics.
- Drive operational excellence through workload balancing, capacity planning, and effective scheduling.
- Ensure complex issues are properly triaged, investigated, documented, and escalated when required.
- Review support cases regularly to maintain quality standards and identify coaching opportunities. People Leadership
- Lead, mentor, and develop a team of Client Support Engineers.
- Conduct coaching sessions, performance reviews, and career development planning.
- Recruit, onboard, and train high-performing support professionals.
- Foster a collaborative, customer-first culture focused on accountability, ownership, and continuous improvement.
- Build technical capability within the team through knowledge sharing and structured learning. Operational Excellence
- Drive continuous improvement initiatives to enhance support efficiency and customer satisfaction.
- Monitor key operational metrics including: SLA Compliance Ticket Backlog Queue Health Resolution Time First Response Time
- Prepare operational dashboards and present support performance to leadership.
- Identify automation opportunities to improve support processes and reduce manual effort.
- Develop and maintain support playbooks, knowledge articles, and operational best practices. Technical Leadership
- Develop deep expertise in Zenoti products and platform capabilities.
- Guide engineers through troubleshooting complex application, integration, API, and database-related issues.
- Validate solutions before customer communication where required.
- Ensure support teams collect complete diagnostic information before involving Engineering teams.
Requirements
- 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.
- experience managing enterprise Client Support or Technical Support teams.
- Strong understanding of enterprise support operations and customer lifecycle management. Proven
- Experience managing L2/L3 support organizations.
- Experience managing global support operations across multiple time zones. Technical Skills
- Strong understanding of SaaS applications and enterprise software support. •
- Working knowledge of: SQL REST APIs
- experience with global support teams.
- Ability to influence cross-functional teams without direct authority.
- Bachelor's degree in Engineering, Computer Science, Information Technology, or related field./Masters degree preferred 10+ years of
- experience in Technical Support or Client Support, including leadership experience. •
- Experience supporting enterprise SaaS products. Previous
- experience managing distributed global support teams. •
- Experience in retail, beauty, wellness, or hospitality software is an advantage. Why Join Zenoti?
Benefits
- 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.
Contact
- To learn more about Zenoti visit: https://www.zenoti.com
Additional details
- 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 looking for an experienced Manager – Client Support to lead a global team responsible for delivering exceptional enterprise-level support to Zenoti customers.
- This role is focused on ensuring seamless client operations by managing L2 support engineers, monitoring ticket queues, optimizing resource allocation, driving SLA adherence, and leading customer escalations .
- As a people leader, you will oversee day-to-day support operations across multiple locations, ensuring timely resolution of complex customer issues while maintaining high customer satisfaction.
- You will collaborate closely with Customer Success, Product, Engineering, and Professional Services to improve support quality, reduce escalations, and continuously enhance the customer experience.