Customer Experience Director

21 hours ago


Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

ZALORA Group seeks a seasoned leader to spearhead the Product Support function within its Technology team. As Customer Experience Director, you will be responsible for overseeing and managing the day-to-day operations of the support team, ensuring timely and efficient resolution of requests and inquiries.

The ideal candidate will possess strong leadership skills, with experience in managing and developing teams. You will work closely with other departments to align support processes with the company's overall objectives. Your goal is to establish a strong Support unit, reducing key man dependency risks while ensuring excellent customer satisfaction.

To achieve this, you will:

  • Set goals and targets for the support team, tracking daily, weekly, and monthly performance against agreed SLAs.
  • Develop and implement support policies and procedures to ensure consistency and quality in support processes.
  • Analyze support data to identify trends and areas for improvement, making reports available and visible to all stakeholders.
  • Hire, train, and develop support staff, fostering a positive and collaborative work environment.

We are looking for an ambitious and driven individual who can truly shine in this role. If you have 3+ years of experience in customer service or support, with at least 2 years in a management role, we encourage you to apply.



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