Senior Customer Support Leader

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Zalora Full time
Job Description

Zalora is seeking a highly skilled and experienced Senior Customer Support Leader to join our Technology team.

The successful candidate will oversee and manage the Product Support function, ensuring that requests and inquiries are handled within Service Level Agreements (SLAs). As a leader of the team, your primary responsibility will be to ensure problems are resolved efficiently, and the team has everything they need to unblock their progress.

You will work closely with other departments to align support processes with the company's overall objectives. Reporting to the Head of Product for Fulfillment Services, this role offers an exciting opportunity for an ambitious and driven individual to truly shine.

We are looking for someone who:

  • 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 that has given strong foundation for running Support Department and processes
  • 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 and to get a buy-in from a large number of stakeholders


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