Lead - Product Support(Customer facing)
Zenoti
Hyderabad, Telangana, IndiaonsitePosted 2 months ago
Skill Required
Support ObservabilitySQL
Key highlights
- Attractive compensation.
- 7+ years of enterprise application support experience required.
- Medical coverage for employee and immediate family.
- Minimum 2 years of direct people management experience in global customer‑facing roles.
- B2B SaaS / Software Product background required.
- Work from office with a 9 PM shift.
Role overview
We are looking for Customer Support Team Leads to lead a team of Product Support Consultants, ensuring exceptional customer experience and effective issue resolution on the Zenoti platform. The role involves team management, coaching, performance monitoring, and driving operational excellence in a 24x7x365 support environment. Candidates should be flexible with shifts, have strong leadership skills, and be passionate about building high‑performing support teams while maintaining work‑life balance.
Responsibilities
- 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.
- Lead a team of Product Support Consultants, providing coaching, performance monitoring, and driving operational excellence.
Requirements
- Minimum 2 years of direct people management experience in global customer facing roles.
- B2B SaaS / Software Product company background.
- 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.
- 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.
Nice to have
- Experience with APIs and integrations is an added advantage.
Benefits
- Attractive compensation.
- Medical coverage for yourself and your immediate family.
- Access to regular yoga, meditation, breathwork, and stress management sessions (family included).
- Regular social activities and opportunities to give back through social work and community initiatives.
Additional details
- Designation: Lead.
- Work from office / 9PM shift.
- Zenoti provides an all‑in‑one, cloud‑based software solution for the beauty and wellness industry.
- Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries.
- Company achievements: $1 billion unicorn valuation, Next Tech Titan by GeekWire, $80 million investment from TPG, ranked 316th fastest‑growing company in North America on Deloitte’s 2020 Technology Fast 500™, Great Place to Work Certified™ for 2021‑2022.