Senior Product Support Specialist (French Bilingual)

The role

Support customers who use Zenoti software to run their beauty or wellness business. Receive help requests by phone, chat and email, own issues until they are resolved, and advise customers on how to use the product.

What you will do

• Receive inbound help requests by phone call, chat and email.
• Own customer-reported issues and see them through to resolution.
• Consult with customers to make their business operations run effectively on Zenoti.
• Research, document and prioritize customer issues, using internal tools and escalation teams as needed.
• Raise issues to higher levels of support when needed.
• Be a trusted advisor to customers on Zenoti products.
• Develop and maintain technical expertise in assigned areas of the product.
• Provide peer mentorship to team members.
• Create knowledge base materials for operational efficiency and the wider support community.
• Give product feedback based on customer challenges.

Required qualifications

• Minimum 3 years in a public-facing, English and French speaking service position with frequent customer engagement.
• Experience running a Point-of-Sale or reservations system.
• Tenaciousness and perseverance.
• A technology-centric background with demonstrated curiosity and self-learning.
• Flexibility to work at times when customers need help.

Before you apply

• The posting asks for French and English speaking ability.

About the company

Zenoti provides an all-in-one cloud-based software platform for the beauty and wellness industry. It serves more than 30,000 salons, spas, medspas and fitness studios in over 50 countries.