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Product Success Director

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

**Overview**

ZALORA Group is seeking a Senior Product Support professional to join our team.

The ideal candidate will have a strong background in customer service or support, with at least 2 years of experience in a management role.

The successful candidate will be responsible for leading a team of support representatives and ensuring that requests and inquiries are handled within agreed SLAs.

You will work closely with other departments to ensure that support processes are aligned with the company's overall needs and objectives.

This is an exciting opportunity for an ambitious and driven individual to take on a leadership role and make a meaningful impact on the success of our organization.

Main Responsibilities:

  • Lead the Product Support team 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, efficient, and effective manner.
  • Develop, implement and continuously improve support policies and procedures.
  • Work closely with other departments to achieve company objectives.

Essential Requirements:

  • 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.
  • 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.
  • Ability to work collaboratively with other departments to achieve company objectives.