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.
• Drive effective customer communication throughout the lifecycle of critical issues.
• Act as the primary escalation manager for high-priority customer incidents and executive escalations.
• Partner with Customer Success Managers to ensure seamless customer experience and proactive issue resolution.
• Identify recurring customer issues and collaborate with Product and Engineering teams to eliminate root causes.

L2 Support Operations & Resource Management

• Manage day-to-day operations of the L2 support organization across multiple regions.
• Plan workforce allocation based on ticket volumes, customer priorities, and business requirements.
• Balance resources across shifts to ensure continuous coverage for business-critical support.
• Monitor queue health, engineer utilization, backlog trends, and productivity metrics.
• Drive operational excellence through workload balancing, capacity planning, and effective scheduling.
• Ensure complex issues are properly triaged, investigated, documented, and escalated when required.
• Review support cases regularly to maintain quality standards and identify coaching opportunities.

People Leadership

• Lead, mentor, and develop a team of Client Support Engineers.
• Set clear performance expectations through measurable KPIs and regular feedback.
• Conduct coaching sessions, performance reviews, and career development planning.
• Recruit, onboard, and train high-performing support professionals.
• Foster a collaborative, customer-first culture focused on accountability, ownership, and continuous improvement.
• Build technical capability within the team through knowledge sharing and structured learning.

Operational Excellence

• Drive continuous improvement initiatives to enhance support efficiency and customer satisfaction.
• Monitor key operational metrics including:
  • SLA Compliance
  • Ticket Backlog
  • Queue Health
  • Resolution Time
  • First Response Time
  • Customer Satisfaction (CSAT)
  • Escalation Trends
  • Engineer Productivity
• Prepare operational dashboards and present support performance to leadership.
• Identify automation opportunities to improve support processes and reduce manual effort.
• Develop and maintain support playbooks, knowledge articles, and operational best practices.

Technical Leadership

• Develop deep expertise in Zenoti products and platform capabilities.
• Guide engineers through troubleshooting complex application, integration, API, and database-related issues.
• Validate solutions before customer communication where required.
• Ensure support teams collect complete diagnostic information before involving Engineering teams.
• Partner with Product and Engineering teams to improve product stability and customer experience.

Required Skills & Experience

Customer Support Leadership

• Extensive experience managing enterprise Client Support or Technical Support teams.
• Strong understanding of enterprise support operations and customer lifecycle management.
• Proven experience handling customer escalations and executive communications.
• Excellent customer relationship management skills with strong business acumen.

Support Operations

• Experience managing L2/L3 support organizations.
• Strong expertise in:
  • Ticket Queue Management
  • Resource Planning
  • Workforce Scheduling
  • SLA Management
  • Incident & Escalation Management
  • Backlog Reduction
  • Operational Reporting
• Experience managing global support operations across multiple time zones.

Technical Skills

• Strong understanding of SaaS applications and enterprise software support.
• Experience troubleshooting web-based applications.
• Working knowledge of:
  • SQL
  • REST APIs
  • Third-party integrations
  • Application logs
  • Data-driven applications
• Ability to interpret technical issues and guide engineers toward effective resolutions.

Leadership

• Proven people management experience with global support teams.
• Strong coaching and mentoring capabilities.
• Excellent communication and stakeholder management skills.
• Ability to influence cross-functional teams without direct authority.
• Strong analytical and decision-making skills.

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field./Masters degree preferred
• 10+ years of experience in Technical Support or Client Support, including leadership experience.
• Experience supporting enterprise SaaS products.
• Previous experience managing distributed global support teams.
• Experience in retail, beauty, wellness, or hospitality software is an advantage.

Why Join Zenoti?

At Zenoti, you'll lead a high-impact Client Support organization that directly influences customer success for thousands of businesses worldwide. You'll work alongside Product, Engineering, and Customer Success teams to deliver world-class enterprise support while building scalable operational processes and developing high-performing support professionals.