Lead - Product Support(Customer facing)

Key pointers:
Designation: Lead
Looking for: Minimum 2 years of direct people management experience in global customer facing roles 
Must have: B2B SaaS / Software Product company background
Working hours and mode: Work from office / 9PM shift 

What's the opportunity?

We are looking for Customer Support Team Leads to lead a team of Product Support Consultants, ensuring exceptional customer experience and effective issue resolution on the Zenoti platform.
The role involves team management, coaching, performance monitoring, and driving operational excellence in a 24x7x365 support environment.
Candidates should be flexible with shifts, have strong leadership skills, and be passionate about building high-performing support teams while maintaining work-life balance.

Requirements

What will I be doing?

• Maintain customer relationships and satisfaction by providing exceptional service and ensuring we deliver value through our services.
• Serve as primary escalation contact for high priority support cases, including overall triage management.
• Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives.
• Coordinate with internal teams as needed to meet customer needs and requirements, while managing customer expectations.
• Hire and train support team to provide effective customer communications.
• Be proud of what you work on, obsess about the quality of the work you produce.

What skills do I need?

• • 7+ years of experience in enterprise application support, customer support, or technical support roles, with exposure to web-based applications.
  • Strong technical background with the ability to troubleshoot complex customer issues and guide support teams effectively.
  • Proven experience in advanced application support, incident management, root cause analysis, and data-driven problem solving.
  • Hands-on knowledge of SQL databases, Windows environments, and application troubleshooting; experience with APIs and