Product Support Specialist

About the role

Zenoti delivers a comprehensive, cloud-based platform that serves the beauty and wellness industry. The system enables businesses to manage all operational facets through a single mobile application. Capabilities include online appointment scheduling, point-of-sale transactions, customer relationship management, employee oversight, inventory tracking, and integrated marketing tools. This infrastructure allows organizations to streamline workflows, lower operational costs, and enhance customer loyalty and transaction value. The technology stack is built for high reliability and scalability, utilizing enterprise-grade solutions suitable for organizations of any scale.

The company serves more than 30,000 salons, spas, medspas, and fitness studios across over 50 countries. This global portfolio includes recognized 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. Recent milestones include achieving a unicorn valuation exceeding $1 billion, being named a Next Tech Titan by GeekWire, securing an $80 million investment from TPG, and ranking 316th on Deloitte's 2020 Technology Fast 500 list. The organization is also certified as a Great Place to Work for the 2021-2022 period, demonstrating a commitment to employee empowerment and professional excellence. Further information is available through the official Zenoti website.

Requirements

What is the Opportunity?

The organization seeks Product Support Consultants to join a dedicated support team. Consultants will assist customers in using the Zenoti platform to manage their businesses effectively. This function operates on a 24x7x365 schedule, requiring flexibility in shift availability. Shift assignments align with periods of customer demand. The company works with individuals to establish consistent hours over extended periods, supporting a sustainable work-life balance.

What Will I be doing?

• Partnering with global brands to resolve issues and ensure seamless operations within the Zenoti ecosystem.
• Owning reported issues from initial contact through full resolution.
• Consulting with customers to optimize business operations on the platform.
• Adhering to defined team processes when managing cases.
• Engaging with the ticketing system to address and resolve client inquiries.
• Taking ownership of work product and maintaining high standards of quality.
• Influencing product direction by communicating customer challenges to the product team.

What Skills do I need?

• A minimum of 1 to 4 years of experience in customer-facing positions, with preference for technical support backgrounds.
• An MBA credential from Tier 1 or Tier 2 accredited colleges is a mandatory requirement.
• A demonstrated ability to solve problems using logical, analytical, and structured methods.
• Willingness to work night shifts and maintain a presence in the office five days per week.
• Prior advanced support experience with data-driven, web-based applications.
• Strong logical, analytical, and verbal communication competencies.
• Adaptability to thrive in a fast-paced, dynamic startup environment.

Why Zenoti?

• Joining an innovative company that is transforming the wellness and beauty sectors.
• Collaborating with a diverse, dynamic team that values creativity, cooperation, and development.
• Leading impactful initiatives that contribute to a globally recognized platform.

The Role

You will manage the customer journey comprehensively, handling issues from initial contact to closure. You will act as a liaison for global brands, ensuring their operations run smoothly. You will analyze patterns, interpret user challenges, and推动 solutions that enhance the product experience.

Key Facts

The position is located in Hyderabad, Telangana, India. The engagement requires 24x7x365 shift assignments based on fluctuating customer demand. The annual compensation for this role is fixed at 600,000.

Daily Responsibilities

• Setting the agenda for support queues and prioritizing tickets based on business impact.
• Translating client requirements into detailed workflows within Zenoti and associated systems.
• Guiding partners through configuration changes to ensure new features deploy without interruption.
• Analyzing ticket histories to identify recurring issues and driving fixes to reduce future volume.
• Owning all communication from initial reply through final resolution, documenting each interaction clearly.
• Improving standard procedures by identifying bottlenecks and proposing tested enhancements.
• Sensing emerging user needs and shaping product feedback for engineering teams.
• Protecting service quality by monitoring key metrics and adjusting workflows for optimal outcomes.

Requirements

• Bringing 3 to 5 years of experience in customer-facing roles, with preference for tech support experience.
• Holding an MBA from Tier 1 or Tier 2 colleges is mandatory.
• Solving problems methodically using data, logic, and structured reasoning under pressure.
• Maintaining openness to night shifts and a five-day weekly office presence.
• Possessing experience with web-based, data-driven applications in advanced support contexts.
• Demonstrating strong analytical, logical, and communication abilities in daily operations.

Nice to Have

• Exposure to enterprise-scale platforms similar to those used by major salon and spa groups.

Skills & Tools

• Proficiency with Zenoti, web-based applications, CRMs, and related analytics interfaces.

Practical Notes

• before proceeding.