Vice President - Customer Support

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 22,000 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™ and unveiling a new brand video. 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:

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

Benefits

A competitive salary and equity in the company

Comprehensive medical coverage for yourself and your immediate family

An environment where wellbeing is high on priority – access to regular yoga, meditation, breathwork, nutrition counselling, stress management, inclusion of family for most benefit awareness building sessions

Unlimited vacation

Opportunities to be a part of a community and give back: Social activities are part of our culture; You can look forward to regular engagement, social work, community give-back initiatives.

Here are other places that you can visit to get a good sense of the tremendous journey that we’re on:

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.