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Product Support Leadership Position

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

About the Job:

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  • This role offers a fantastic opportunity for an ambitious and driven individual to lead a team of support representatives, ensuring that requests and inquiries are handled within SLAs.">
  • The ideal candidate will be responsible for overseeing and managing the Product Support function within Zalora's Technology team, working closely with other departments to ensure that support processes are aligned with the company's overall objectives.">
  • We expect our Senior Product Support Manager to have strong leadership skills, with a proven ability to manage and develop teams, as well as experience in analyzing data and developing reports to identify trends and areas for improvement.">
  • This is a great opportunity to make a meaningful impact on the success of the organization and Zalora's Technology team, by ensuring that requester issues are resolved quickly and efficiently.">
">Key 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 (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.">
  • Hire, train, and develop support staff.">
  • Analyze support data and develop reports to identify trends and areas for improvement. Make reporting available and visible to all stakeholders.">
  • 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">
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Requirements:

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  • 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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About Zalora Group:

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Zalora Group 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 Group 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.