SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Position Title:
SayPro Classified User Support and Help Management Officer
Department:
SayPro Classified Office
Reporting to: SayPro Classified Product Manager
Collaboration: SayPro Marketing Royalty SCMR
Location:
Remote/Hybrid – May involve attending SayPro Regional or Central Offices for Quarterly Reviews
Role Type:
Full-time / Contractual / Rotational Assignment (as per SayPro SCMR Scheduling Guidelines)
Primary Purpose of the Role:
To ensure that all users of the SayPro Classified platform have seamless support access, that issues are resolved efficiently, and that user feedback is systematically captured, analysed, and implemented to improve the overall Classified platform experience. The role also ensures quarterly evaluations and continuous service enhancement under the framework of SayPro Monthly January SCMR-5 and SayPro Quarterly User Support Reviews.
Key Responsibilities:
1. User Support & Issue Management
- Provide responsive and efficient support to users through the SayPro Classified helpdesk, chat, email, social media, and community forums.
- Maintain a ticketing system and ensure SLA (Service Level Agreement) compliance for response and resolution times.
- Coordinate with the technical and product teams to escalate and resolve complex user issues.
- Monitor trends and recurring issues to pre-emptively address platform weaknesses.
2. User Feedback & Improvement
- Collect user feedback from multiple sources, including:
- Classified site feedback forms
- Social media inquiries
- Live chat interactions
- Email support logs
- SayPro Monthly January SCMR-5 reports
- Analyse data from the SayPro Quarterly Classified User Support and Help Management Reports to identify user pain points, usability issues, and feature requests.
- Organise and conduct structured user interviews and surveys to deepen understanding of feedback.
- Work closely with the SayPro Classified Product and Development teams to propose, document, and implement improvements in platform design, usability, and content based on feedback trends.
- Ensure feedback-driven changes are properly communicated back to users via changelogs, newsletters, and announcements.
3. Documentation & Help Resources
- Create and maintain up-to-date user guides, FAQs, video tutorials, and onboarding resources for the SayPro Classified platform.
- Translate technical issues and solutions into clear, easy-to-understand content for users.
- Keep all support documentation aligned with product updates and version changes.
4. Training & Capacity Building
- Train new SayPro team members and regional partners on handling Classified support queries.
- Organize quarterly internal helpdesk refresher sessions and contribute to the SayPro Learning Centre materials.
- Host live demos or webinars for new features or user onboarding as needed.
5. Performance Reporting & Continuous Improvement
- Prepare monthly performance dashboards summarizing:
- User satisfaction scores
- Ticket volume and resolution times
- Top issues and feature requests
- Platform stability and UX issues
- Lead the compilation of inputs for the SayPro Quarterly Classified User Support and Help Management Review, under guidance of the SayPro Marketing Royalty SCMR office.
- Participate in cross-functional meetings to represent the voice of the user in strategic product discussions.
Key Deliverables:
- Monthly user support feedback report aligned to SCMR-5 objectives.
- Quarterly improvement proposal document based on classified user trends.
- Updated and well-maintained user documentation library.
- User feedback repository and action-tracking sheet shared with the product and dev team.
- Quarterly user satisfaction improvement plan submitted to SayPro Marketing Royalty SCMR.
Required Skills & Competencies:
- Strong verbal and written communication (multilingual skills are an asset).
- Customer-centric mindset and ability to empathize with diverse users.
- Analytical skills for processing large volumes of feedback and usage data.
- Experience with helpdesk platforms (e.g., Zendesk, Freshdesk) and community management tools.
- Ability to collaborate across departments (tech, marketing, admin, etc.).
- Knowledge of SayPro internal policies, SCMR reporting standards, and Classified platform goals.
Educational & Professional Requirements:
- Degree or diploma in Communications, Customer Support, IT Management, or a related field.
- Minimum 2 years’ experience in customer service, preferably in an online platform or classifieds environment.
- Familiarity with SayPro systems and prior involvement in SayPro programs is highly desirable.
Key Performance Indicators (KPIs):
- User satisfaction rating (monthly and quarterly)
- First response and average resolution time
- Volume of actionable feedback submitted to dev teams
- Number of platform improvements implemented from feedback
- Timely submission of SCMR-aligned reports
Leave a Reply