Senior Product Support & Solutions Engineer

Zenoti; Manchester; On-site; GBP 61,000 - 101,000; Full time

Job summary

Zenoti, based in Manchester, UK, seeks a customer support professional to manage inbound requests via phone, chat, and email. You will own issues end-to-end, advise customers on Zenoti usage, and collaborate with internal teams to improve operations.

The role requires at least 3 years in a public-facing service position with English and French, experience with POS/reservations systems, and a tech-curious mindset suitable for rapid learning and knowledge sharing.

Qualifications

• 3+ years in a public-facing service role requiring frequent customer engagement, with English and French language usage.
• Experience running a Point-of-Sale or reservations system.
• Technology-centric background with demonstrated curiosity and self-learning.

Responsibilities

• Receive inbound help requests from customers via phone, chat, and email.
• Own customer reported issues and see problems through to resolution.
• Consult with customers to ensure their business operations run effectively on Zenoti.
• Research, document, and prioritize customer issues, leveraging internal tools and escalation teams.
• Prioritize and manage time effectively in a fast-paced environment.
• Raise issues to higher levels of support as needed and know when to escalate.
• Be a trusted advisor to customers on Zenoti products and experience.
• Develop and maintain technical expertise in assigned product areas.
• Provide peer mentorship to team members.
• Create knowledge base materials for operational efficiency.
• Influence product direction by providing feedback about customer challenges.

Skills

Public-facing communication (English &

Job description

Zenoti, based in Manchester, UK, seeks a customer support professional to manage inbound requests via phone, chat, and email. You will own issues end-to-end, advise customers on Zenoti usage, and collaborate with internal teams to improve operations.

The role requires at least 3 years in a public-facing service position with English and French, experience with POS/reservations systems, and a tech-curious mindset suitable for rapid learning and knowledge sharing.