Product Support Team Lead

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

Job Overview:

ZALORA Group is looking for a highly skilled and experienced Product Support Team Lead to oversee and manage the Product Support function within our Technology team.

Main Responsibilities:

  • Build and lead a high-performing Product Support team, ensuring timely and efficient resolution of customer inquiries.
  • Develop and implement effective support processes, aligned with company objectives and goals.
  • Collaborate with other departments to ensure seamless support operations and achieve business outcomes.
  • Analyze data and develop reports to identify trends and areas for improvement.
  • Maintain a positive and customer-focused attitude, ensuring excellent communication with requestors.

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 equivalent, demonstrating ability to develop and implement support policies and procedures.
  • Prior experience in setting up Freshdesk/Freshservice/Zendesk.
  • Strong problem-solving skills and ability to handle escalated customer issues and complaints.
  • Strong leadership skills, with proven ability to manage and develop teams.
  • Experience in analyzing data and developing reports to identify trends and areas for improvement.


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