Manager – Client Support (L2 Operations)

What's the Opportunity?

We are looking for an experienced Manager – Client Support to lead a global team responsible for delivering exceptional enterprise-level support to Zenoti customers. This role is focused on ensuring seamless client operations by managing L2 support engineers, monitoring ticket queues, optimizing resource allocation, driving SLA adherence, and leading customer escalations.

As a people leader, you will oversee day-to-day support operations across multiple locations, ensuring timely resolution of complex customer issues while maintaining high customer satisfaction. You will collaborate closely with Customer Success, Product, Engineering, and Professional Services to improve support quality, reduce escalations, and continuously enhance the customer experience.

This is a 24x7 global support organization operating 365 days a year, requiring flexibility in managing teams across shifts and geographies.

Key Responsibilities

Customer & Client Support Operations

• Lead a global L2 Client Support team responsible for resolving complex customer issues for enterprise customers.
• Ensure consistent delivery against SLAs, response times, resolution targets, and customer satisfaction goals.
• Monitor ticket queues continuously and proactively manage workload distribution to maintain optimal support coverage.
• Own the health of customer support operations by reducing backlog, minimizing aging tickets, and improving first-response and resolution metrics