Product Support Manager

2 weeks ago

Malaysia ZALORA SOUTH EAST ASIA PTE LTD Full time

The Product Support 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

On a more practical skills note - we are looking for someone who could be described as follows:

- 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 **Support 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.

Did you feel a spark while reading? Great, that's what we are looking for Send us your resume and let’s chat

**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.

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