(P1) Senior Product Support Specialist

About the role

The role handles inbound customer requests to support effective use of Zenoti. Consultants advise on operations to achieve business goals while owning issues to resolution. The position operates in an in-office Manchester setting during set weekday hours.

Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.

Key facts

What you'll do

Inbound requests from customers are received through phone, chat, and email channels. Each request is owned end to end, and issues are guided to resolution with advocacy for customer needs.

Customer operations are kept stable and efficient through consultant support.

Product feedback about challenges with the Zenoti experience is provided by consultants to influence product direction. Impact is created by shaping how the product evolves based on real-world usage.

Knowledge base materials are created to improve operational efficiency. These materials also empower the wider support community to handle issues consistently.

Requirements

Consultants research, document, and prioritize issues using internal tools and escalation teams. Time is managed in a fast-paced environment to maintain consistent scheduling and meet coverage needs.

Issues are escalated to higher support levels when necessary, and consultants identify when additional help is required to solve complex cases.

Applicants hold a minimum of 3 years in public-facing service roles with frequent English and French engagement, typically from hospitality or retail backgrounds. Candidates must also bring experience running a Point-of-Sale or reservations system.

Tenaciousness and perseverance are required when navigating complex problems. A technology-centric background with demonstrated curiosity supports self-directed learning of Zenoti features.

Shift assignments align with customer demand, and consistent long-term scheduling supports predictable work-life balance. The role operates Monday through Friday, 9 AM to 6 PM UK time.

Practical notes

The role is based in an office in Manchester. Shifts run Monday through Friday, 9 AM to 6 PM UK time. Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

Service roles often require high empathy and clear communication to manage customer expectations. Point-of-Sale and reservation systems streamline business operations in salons and wellness environments, reducing manual tracking. Self-directed learning helps professionals keep pace with evolving software platforms and build versatile expertise.

Questions to ask

Good questions to ask the employer in the interview: what does success look like in the first six months, how is the team structured, what is the current biggest challenge, and how are decisions made. Asking about growth paths and the review process is also well received. Employers expect questions, and good ones show preparation.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.