Senior Product Support Manager

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

ZALORA Group is looking for a Senior Product Support Manager to lead its Technology team's Product Support function.

Job 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 Service Level Agreements (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 progress.

This role requires strong leadership skills, with a proven ability to manage and develop teams. You will work closely with other departments to ensure that support processes are aligned with the company's overall needs and objectives.

Main Responsibilities:

  • 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, 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.

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.

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