Customer Support Team Lead

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time
Ecommerce Operations Senior Manager

ZALORA Group is seeking an exceptional Ecommerce Operations Senior Manager to lead our product support function. This role requires a highly motivated individual who can build a high-performing team, drive process improvements, and deliver excellent customer experiences.

About ZALORA Group

ZALORA Group is a leading e-commerce platform in Asia, operating in multiple markets across the region. Our mission is to provide customers with a seamless online shopping experience.

About The Role

As a Product Support Senior Manager, you will be responsible for overseeing the product support function, which includes managing a team of support representatives, developing and implementing support processes, and ensuring that customer issues are resolved efficiently and effectively. You will also work closely with other departments to align support processes with business objectives.

  • Main Responsibilities:
  • Manage a team of support representatives to ensure timely and effective resolution of customer issues.
  • Develop and implement support processes to improve efficiency and effectiveness.
  • Work closely with other departments to ensure alignment of support processes with business objectives.
  • Monitor and analyze support metrics to identify areas for improvement.
  • Collaborate with cross-functional teams to develop and implement solutions to complex customer issues.
  • Maintain a positive, customer-focused attitude at all times.
Requirements
  • 3+ years of experience in customer service or support, with at least 2 years in a management role.
  • Certification or experience in ITIL framework or any equivalent that has given strong foundation for running Support Department and processes.
  • Prior experience in setting up Freshdesk / Fresservice / Zendesk.
  • Strong problem-solving skills and ability to handle escalated customer issues and complaints.
  • Strong leadership skills, with a proven ability to manage and develop teams.
  • Medium level data analysis skills required.
  • Excellent written and verbal communication skills in English.


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