Product & Customer Support Agent

About the Company

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 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 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: https://www.zenoti.com

About the Role

We are looking for Product Support Consultants to join our support team to help our customers use Zenoti effectively to run their business. This team works 24x7x365 and so our consultants have to work at times when our customers need help. Applicants to this role will need to be flexible since their shift assignment will be based on the needs of our customers. Once assigned to a shift, we will work with you to ensure your hours are consistent over a long time horizon such that you can ensure a healthy life with good work-life balance. This will be an in-office position based in our office in Australia.

Responsibilities

• Receive inbound help requests from customers via the primary channels of phone call, chat, and email.
• Own customer reported issues and see problems through to resolution; be an advocate for our customers and their needs.
• Consult with customers to ensure their business operations run effectively on Zenoti.
• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
• Raise issues to higher levels of support as needed; be able to identify when you need help to solve an issue.
• Be a trusted advisor to our customers on issues related to Zenoti products and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Provide peer mentorship to team members.
• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
• Be proud of what you work on, obsess about the quality of the work you produce.
• Influence the direction of the product by providing feedback about challenges customers have with using our product.

Requirements

• Minimum of 6+ years in a customer-facing, English-speaking service role requiring frequent customer engagement; candidates supporting hospitality or retail backgrounds are strongly preferred.
• Experience running a Point-of-Sale or reservations system.
• Experience as L2/L3 support agent supporting complex software applications is highly desired. Proven experience handling complex customer issues and escalations beyond front-line (L1) support.
• A technology-centric background supporting software solutions with demonstrated curiosity and self-learning.
• Ability to listen to customer/support specialist requests and quickly develop a plan of action to address the issue.
• Self-management, proactive and detail oriented. Strong time management and organizational skills.
• Availability to Work weekends and late shifts.
• Can work in a fast paced, ever changing, start-up environment.

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.
• Regular social activities, and opportunities to give back through social work and community initiatives.