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

Read more about our marquee customer event Innergize at Innergize 2024

What will I be doing?

Ownership of support delivery for a subset of Zenoti customers across multiple business regions
Support account management – engaging strategically with senior level customers to provide insight into Zenoti’s support procedures and programs, while showcasing value of services
Manage and develop teams of support professionals with varied experience and career goals
Engage with escalated accounts and align resources internally to drive quick and urgent action on key customer blockers
Roll up your sleeves to provide leadership-by-doing, performing the duties of those who report to you in your organization
Collaborate with internal teams as a chief customer advocate
Own and drive initiatives within Zenoti’s broader Customer Experience organization
Consistently strive for operational excellence and quality

What skills do I need?

Demonstrated ability to think critically and be a top-notch problem solver
Team management and employee coaching/development
Excellent oral and written communication skills in English
Cross-functional collaboration
Experience with cloud-based SaaS solutions
Strong understanding of complex, data-driven applications

Requirements

Bachelor's degree in Computer Science or related field. MBA strongly preferred.
8+ years progressive experience in Software related operations
5+ years progressive management experience
Passion for technology and an interest in the wellness field
Prior experience in retail or with retail systems is a huge plus
Position will be remote initially with plans for an office in 2025
Selected candidate will manage employees across a number of shifts (evenings and weekends) - flexibility of availability for work is required.

Benefits

A competitive salary
An environment where wellbeing is high on priority
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

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.

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Director, Customer Support