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Support Operations Director

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Zalora Full time
About the Position

We are seeking a highly skilled and experienced Support Operations Director to join our Technology team. The successful candidate will oversee and manage the Product Support function, ensuring that requests and inquiries are handled within SLAs.

About You:

  • Has at least 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
  • Prior experience in setting up Freshdesk / Fresservice / Zendesk
  • Strong problem-solving skills and ability to handle escalated customer issues
  • Strong leadership skills, with a proven ability to manage and develop teams

Main Responsibilities:

  • Oversee and manage the Product Support function, ensuring that requests and inquiries are handled within SLAs
  • Lead a team of support representatives, providing guidance and coaching to ensure excellent customer service
  • Develop and implement strategies to improve customer satisfaction and reduce support queries
  • Collaborate with other departments to ensure alignment of support processes with company objectives