Manager - Product Support @ Zenoti

We are looking for an experienced professional who is responsible for managing a multi-location/multi-national team and driving the support team to help our customers use Zenoti effectively to run their business. The Manager will focus on enhancing the customer experience by ensuring top-notch delivery of support services. This role will also be responsible for planning and delivering support programs for the customer success team and offering guidance on standards, best practices and tools. This teams works 365 days a year 24x7 and we expect flexibility from our team members to meet this demand.

• Customer Empathy: Understanding customer needs, pain points, and expectations, and ensuring the team delivers a positive support experience that balances customer satisfaction with business objectives.
• Customer Advocacy with Business Alignment: Representing the voice of the customer internally while considering the tradeoffs between customer needs, operational constraints, and business priorities.
• Excellent Communication Skills: Clear and concise written and verbal communication, including the ability to explain technical concepts to both technical and non-technical audiences, and influence cross-functional stakeholders when needed.
• Active Listening: Paying close attention to customer issues and concerns to understand the root cause and respond with care and relevance.
• Problem-Solving & Decision-Making: Ability to analyze complex support issues, identify solutions, and make timely, sound decisions even amid ambiguity or incomplete data.
• Creativity & Innovation: Thinking beyond current practices to discover new ways to address recurring issues, automate workflows, or improve support delivery.
• Escalation Management & Prevention: Knowing when and how to escalate complex or critical issues, and proactively identifying patterns or gaps to reduce unnecessary escalations in the future.

People

• Team Leadership & Motivation: Ability to inspire, guide, and motivate a team of support engineers to achieve high levels of performance and customer satisfaction.
• Coaching, Development & Quality Assurance: Identifying individual strengths and weaknesses within the team, providing coaching and mentoring, and ensuring consistently high-quality customer interactions.
• Performance Management: Setting clear expectations, providing regular feedback, and conducting performance reviews to support employee growth and accountability.
• Delegation & Empowerment: Effectively assigning tasks and responsibilities while empowering team members to take ownership and make decisions.
• Conflict Resolution & Emotional Intelligence: Skillfully mediating and resolving conflicts within the team or across departments, while demonstrating empathy and self-awareness.
• Recruitment, Interviewing & Onboarding: Identifying talent needs, evaluating candidates effectively, and ensuring new team members are ramped up quickly and effectively.
• Impact & Influence: Establishing credibility with peers and leadership, and persuading others to support ideas or decisions that improve team performance and customer outcomes.

Product

• Deep Product Understanding: A thorough grasp of the software product(s) the team supports, including its architecture, functionalities, and common use cases.
• Technical Troubleshooting Skills: While not directly solving every issue, the manager needs to understand technical concepts and guide the team in effective troubleshooting methodologies.
• Hands-on Solution Testing: Ability to independently research and test potential solutions to common issues before escalating or providing guidance to the team.
• Hands-on Information Gathering: Ability to gather comprehensive information and context before escalating issues to ensure engineering or other teams have all the necessary details.
• Subject Matter Leadership: Demonstrating functional or technical expertise in at least one core area of the product, and providing informal mentorship or guidance to more junior team members.

Process

• Process Improvement: Identifying areas for improvement in support processes and implementing solutions to enhance efficiency and customer satisfaction.
• Data Analysis & Reporting: Monitoring key support metrics (eg, resolution time, CSAT, backlog), interpreting trends, and driving action based on insights.
• Operational Planning & Goal Alignment: Setting team-level goals (OKRs), aligning them with broader organizational priorities, and tracking execution against targets.
• Adaptability, Resilience & Change Management: Navigating product updates, shifts in support volume, or process changes with a calm, solutions-oriented approach.
• Time & Queue Management: Ensuring timely coverage of shifts and channels, prioritizing workloads effectively, and balancing resources across high- and low-volume queues.

Tools

• Understanding of Support Tools & Systems: Familiarity with CRM systems, ticketing platforms, knowledge bases, live chat, remote access tools, and other technologies used in support operations.
• Tool Optimization & Process Automation: Identifying opportunities to improve tool usage, automate repetitive tasks, or reduce agent effort through smart configuration or integrations. Stays current on changes from vendors of existing tools.