Senior Product Support Lead

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Zalora Full time
About the Role

We are seeking a highly skilled and experienced Product Support Senior to join our Technology team at ZALORA Group. As a leader in our department, you will be responsible for overseeing and managing the Product Support function to ensure that requests and inquiries are handled within Service Level Agreements (SLAs).

Key Responsibilities:

  • Lead and manage a team of support representatives to resolve customer, merchant, or stakeholder issues efficiently.
  • Develop and implement effective support policies and procedures to reduce key man dependency risks.
  • Work closely with other departments to ensure support processes are aligned with company objectives.

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.
  • Prior experience in setting up helpdesk software such as Freshdesk or Zendesk.
  • Strong problem-solving skills and ability to handle escalated customer issues.
  • Leadership skills with a proven ability to manage and develop teams.

What We Offer

  • Opportunity to make a meaningful impact on the success of the organization by ensuring efficient issue resolution.
  • Developing leadership skills through leading and managing a support team.
  • Building strong relationships with customers, teams, and stakeholders.

About Us

ZALORA is Asia's leading online fashion, beauty, and lifestyle destination, part of Global Fashion Group. With over 50 million visits per month, we have established a strong presence throughout the region.



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