Vice President of Customer Support

4 weeks ago

Hyderabad, India Zenoti Full time
  • Manage operations & global Product and Technical Support.
  • Accountable for delivering great support experience to global customers of all verticals and of all business sizes.
  • Ensure resolution of issues within agreed SLAs.
  • Review all change requests, escalations, service requests and customer satisfaction.
  • Continue Innovating the technology infrastructure for support – including ticketing, status reporting, customer community and issue deflection
  • Collaborate with others in Customer Success, Engineering, Finance, and other internal groups to deliver services and solutions which Delight our Customers.
  • Be the Voice of the customer -- Identify and drive changes in Product and company Processes to increase efficiency while improving Customer Experience
  • Forecast the demand, Recruit, hire, develop, and retain a high quality team
  • Focus maniacally on the Zenoti customer and employee experience

Skills needed to be successful in the role

  • 10+ years of experience in Customer Support
  • 15+ years of experience in Customer facing roles
  • Good to have a long stint in SaaS companies supporting complex products with high volume of cases
  • Exposure in Global regions
  • Negotiation
  • Vendor Management
  • Led a team of more than 100 people.

Qualifications Required

  • A degree in engineering or equivalent

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