Product Support Senior Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

Description

The Product Support Senior Manager will oversee and manage the Product Support function within Zalora's Technology team to ensure that requests and inquiries are handled within SLAs. You will be the leader of the team and your job is to make sure problems are resolved and the team has everything they need to unblock the progress. You will work closely with other departments to ensure that support processes are aligned with the company's overall needs and objectives. Reporting to the Head of Product for Fulfillment Services, this role offers a fantastic opportunity for an ambitious and driven individual to truly shine.

We expect from you to:

  • Build up a new team for Product Support in Zalora Technology Team.
  • Set goals and targets for the support team and track daily, weekly and monthly performance against agreed SLAs.
  • Ensure that support inquiries are handled in a timely (within SLAs), efficient, and effective manner.
  • Set and manage the day-to-day operations processes of the support team by making sure the team has everything they need to unblock their progress.
  • Handle escalated customer, merchant or stakeholder issues and complaints. Set best practices for escalation handling & resolution.
  • Analyze support data and develop reports to identify trends and areas for improvement. Make reporting available and visible to all stakeholders.
  • Hire, train, and develop support staff.
  • Develop, implement and continuously improve support policies and procedures to establish a strong Support unit & to reduce key man dependency risks.
  • Work closely with other departments, such as product development and sales, to ensure that support processes are aligned with the company's overall objectives.
  • Maintain a positive, customer-focused attitude at all times and make sure that shines through the team's communication with the requestors

In Zalora we have hold dear to values like #ownitalways, #oneteamonedream and #createimpact - we are looking for these values also in you

Requirements:

  • Has 3+ years of experience in customer service or support, with at least 2 years in a management role.
  • Has certification or experience in ITIL framework or any equivalent that has given strong foundation for running Support Department and processes. Demonstrated ability to develop and implement support policies and procedures.
  • Has prior experience in setting up Freshdesk / Fresservice / Zendesk.
  • Strong problem-solving skills and the ability to handle escalated customer issues and complaints.
  • Strong leadership skills, with a proven ability to manage and develop teams.
  • Experience in analyzing data and developing reports to identify trends and areas for improvement, medium level data analysis skills are required.
  • Ability to work collaboratively with other departments to achieve company objectives and to get a buy-in from a large number of stakeholders.
  • Knowledge of customer service software and tools, such as help desk software and CRM systems.
  • Strong organizational skills and attention to detail.
  • Excellent written and verbal communication skills in English.

What's in it for you?

  • As a Product Support Senior Manager you will have the opportunity and freedom to find your own ways to build a highly effective Support Team that enables other departments depending on them.
  • Opportunity to make a meaningful impact: As a Support Manager, you have the opportunity to make a significant impact on the success of the organization and Zalora's Technology team. By ensuring that requester issues are resolved quickly and efficiently, you can help to build customer, merchant and stakeholder trust and satisfaction.
  • Developing leadership skills: As a Support Manager, you will be responsible for leading and managing a team of support representatives. This can help you develop important leadership skills such as delegation, communication, and problem-solving.
  • Building strong relationships: Working in support requires building strong relationships with customers, other teams within the organization, and your own team. As a Support Manager, you have the opportunity to build and maintain these relationships, which can help to create a positive and collaborative work environment.

The ZALORA Story

ZALORA is Asia's leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region's pioneer large-scale ecommerce platforms, ZALORA has established a strong presence throughout the region, particularly in Singapore, Indonesia, Malaysia, Brunei, the Philippines, Hong Kong, and in Taiwan, enjoying over 50 million visits per month.

#J-18808-Ljbffr

  • Product Support Senior Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zalora Full time

    ZALORA Group Kuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaJoin or sign in to find your next jobJoin to apply for the Product Support Senior Manager role at ZALORA GroupThe Product Support Senior Manager will oversee and manage the Product Support function within Zalora's Technology team to ensure that requests and inquiries are handled within...

  • Senior Product Support

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zalora Full time

    ZALORA Group Kuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaJoin or sign in to find your next jobJoin to apply for the Senior Product Support role at ZALORA GroupThe Product Support Senior will oversee and manage the Product Support function within Zalora's Technology team to ensure that requests and inquiries are handled within SLAs. You will be...

  • Product Support Senior Manager

    4 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

    The Product Support Senior Manager will oversee and manage the Product Support function within Zalora's Technology team to ensure that requests and inquiries are handled within SLAs. You will be the leader of the team and your job is to make sure problems are resolved and the team has everything they need to unblock the progress. You will work closely with...

  • Senior Product Support

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

    DescriptionThe Product Support Senior will oversee and manage the Product Support function within Zalora's Technology team to ensure that requests and inquiries are handled within SLAs. You will be the leader of the team and your job is to make sure problems are resolved and the team has everything they need to unblock the progress. You will work closely...

  • Senior Product Support

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

    The Product Support Senior will oversee and manage the Product Support function within Zalora's Technology team to ensure that requests and inquiries are handled within SLAs. You will be the leader of the team and your job is to make sure problems are resolved and the team has everything they need to unblock the progress. You will work closely with other...

  • Senior Product Support Director

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zalora Full time

    At ZALORA, we're seeking a seasoned Senior Product Support Director to lead our Product Support function within the Technology team. As the leader of this critical team, you will oversee the management of requests and inquiries, ensuring they are handled efficiently and effectively.We're looking for someone with:Proven leadership experience in managing teams...

  • Assistant Marketing Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SG Support Full time

    SG Support Federal Territory of Kuala Lumpur, MalaysiaAre you a creative thinker, marketing mastermind and data nerd all rolled into one?We're looking for an Assistant Marketing Manager to help shape and activate our brand.If you enjoy blending strategy with creativity, bringing marketing ideas to life and analysing campaign performance to drive results then...

  • Senior Product Support Lead

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zalora Full time

    About the RoleWe are seeking a highly skilled and experienced Product Support Senior to join our Technology team at ZALORA Group. As a leader in our department, you will be responsible for overseeing and managing the Product Support function to ensure that requests and inquiries are handled within Service Level Agreements (SLAs).Key Responsibilities:Lead and...

  • Senior Product Support Specialist

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia ADP Full time

    Job Description:We are seeking a skilled Senior Product Support Specialist to join our team. As a key member of our support organization, you will be responsible for managing the helpdesk for SEA countries (SG, PH, MY) by rightly assigning tickets to the team and monitoring closure as per SLA.Key Responsibilities:Ensure all customer requests are handled...

  • Senior Java Production Support Lead

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia HCLTech Full time

    Senior Java Production Support Lead - FISHCLTech Federal Territory of Kuala Lumpur, MalaysiaAbout the roleJoin HCL Technologies Malaysia SDN BHD as a full-time Senior Java Production Lead to oversee and manage the production environment for mission-critical Java applications. The ideal candidate will have in-depth expertise in FIS Open Payment Framework,...

  • Finance Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SG Support Full time

    SG Support Federal Territory of Kuala Lumpur, MalaysiaFinance Manager (LadderPro)We are a financial technology institution dedicated to providing financing to non-profits worldwide.Our mission is to provide sustainable financing, donor acquisition, and stewardship management services, enabling charities to grow, scale, and operate more efficiently.We have...

  • Business Development Manager

    4 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SG Support Full time

    Business Development Manager (LadderPro)SG Support Federal Territory of Kuala Lumpur, Malaysia5 days ago Be among the first 25 applicantsWe are a financial technology institution dedicated to providing financing to non-profits worldwide.Our mission is to provide sustainable financing, donor acquisition, and stewardship management services, enabling charities...

  • Product Support Leader

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

    About Our TeamWe are a dynamic and innovative team at ZALORA Group, dedicated to delivering exceptional customer experiences. We are passionate about fashion, beauty and lifestyle, and we strive to provide the best possible service to our customers.We are seeking a highly skilled Senior Product Support Manager to lead our Product Support function within...

  • Charity Support Coordinator

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SG Support Full time

    Job DescriptionThe ideal candidate will possess at least 2 years of experience in account management, project management, business analysis, consulting, finance, or similar client-facing roles. You will work closely with Regional Client Services Managers and contribute to the success of SG Support's charity partners.Responsibilities Include:Client...

  • Senior Product Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Ezypay Full time

    Ezypay Kuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaSenior Product ManagerAbout the role:We seek an experienced Senior Product Manager to drive our product strategy and delivery. You will develop and implement the product roadmap, prioritize features, collaborate with cross-functional teams, and drive customer-focused product solutions that align...

  • Production Support Specialist

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Standard Chartered Full time

    About the RoleWe are seeking a highly skilled Production Support Specialist to join our team. As a key member of our IT operations, you will be responsible for ensuring the stability and security of our production systems.Key ResponsibilitiesProvide 24X7 support for production technical issues and critical incidents.Lead and manage obsolesces,...

  • Production Support Lead

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Net2Source Inc. Full time

    Job SummaryWe are seeking a skilled Production Support Lead to join our team at Net2Source Inc. in Kuala Lumpur, Malaysia. As a key member of our technical operations team, you will be responsible for leading and mentoring the L2 production support team, collaborating with development and infrastructure teams, and driving continuous improvement initiatives...

  • Client Services Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SG Support Full time

    SG Support WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaClient Services ManagerAre you a strategic thinker and problem solver with a track record of driving impact in consulting, finance, or professional services? Do you thrive in collaborative environments where you can drive change, lead projects and influence growth and decision-making?SG...

  • Senior Product Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Ezypay Pty Full time

    About the role:We seek an experienced Senior Product Manager to drive our product strategy and delivery. You will develop and implement the product roadmap, prioritize features, collaborate with cross-functional teams, and drive customer-focused product solutions that align with business objectives.As a Senior Product Manager, you will:Work closely with the...

  • Senior Product Development Manager

    6 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Berjaya Corporation Berhad Full time

    Job DescriptionWe are seeking a Senior Product Development Manager to lead our product development efforts and drive business growth.About Berjaya Corporation BerhadBerjaya Corporation Berhad is a leading conglomerate in Malaysia, with a diverse portfolio of businesses across various industries.Key ResponsibilitiesDevelop and implement product strategies to...