Senior Product Support Specialist (French Bilingual)

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 is an in-office position based in our Manchester office, requiring flexibility to work shifts between 9 AM and 6 PM UK time.

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.
• 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.
• Develop and maintain technical expertise in assigned areas of product functionality.
• Provide peer mentorship to team members.
• Create knowledge base materials dedicated towards operational efficiency.
• Influence the direction of the product by providing feedback about challenges customers have with using our product.

Required skills

• French
• English
• Customer support
• Point-of-Sale systems
• Reservations systems

Qualifications

• Minimum 3 years in a public-facing service position requiring frequent customer engagement

About the Company

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry, powering more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. The company has achieved a $1 billion valuation and is recognized as a Great Place to Work Certified organization.