Senior Product Support Specialist (French Bilingual)

Salary: £61,000 - 101,000 per year

Requirements:

• Minimum 3 years in a public-facing, English and French speaking service position requiring frequent customer engagement; the ideal candidate will come from a hospitality or retail background
• Experience running a Point-of-Sale or reservations system
• Tenaciousness and perseverance
• A technology-centric background with demonstrated curiosity and self-learning

Responsibilities:

• Receive inbound help requests from customers via phone call, 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 as necessary
• Prioritize and manage time effectively in a fast-paced environment
• Raise issues to higher levels of support as needed and identify when help is needed to solve an issue
• Be a trusted advisor to customers on issues related to Zenoti products and experience
• Develop and maintain technical expertise in assigned areas of product functionality
• Provide peer mentorship to team members
• Create knowledge base materials dedicated towards operational efficiency
• Influence the direction of the product by providing feedback about customer challenges

Technologies:

• Cloud
• CRM
• Support
• Marketing
• Mobile

More:

We provide an all-in-one, cloud-based software solution for the beauty and wellness industry that helps businesses manage online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs, and more. Our platform is engineered for reliability and scale and supports more than 30,000 salons, spas, medspas, and fitness studios in over 50 countries, including global brands such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga, and TONI&GUY. We have surpassed a $1 billion unicorn valuation, been named Next Tech Titan by GeekWire, raised an $80 million investment from TPG, ranked 316th on Deloittes 2020 Technology Fast 500, and were recognized as a Great Place to Work CertifiedTM employer for 2021-2022. This is an in-office role based in Manchester, UK, and our support team works Monday to Friday, 9 AM to 6 PM UK time, with shift assignments aligned to customer needs and consistency supported over the long term for work-life balance.

last updated 36 week of 2026