SayPro Job Description

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
Department: SayPro Classified Office
Division: SayPro Marketing Royalty
Report Reference: SayPro Monthly January SCMR-5
Support Review Cycle: SayPro Quarterly Classified User Support and Help Management
Location: Remote / SayPro Office
Employment Type: Full-Time / Contract

Purpose of the Role:

The SayPro Classified User Support and Help Management Officer is responsible for delivering high-quality user support experiences for all SayPro Classifieds users. This role ensures that user queries, complaints, feedback, and suggestions are acknowledged, prioritized, and resolved within a defined timeframe, contributing to overall platform satisfaction and user retention. The officer also coordinates with the SayPro Marketing Royalty team to align service delivery with SayPro’s core values and strategic service goals.

Key Responsibilities:

1. Response & Resolution Time Management

Design and implement an internal support system that tracks every user inquiry and logs response and resolution times.
Prioritize urgent and high-impact user requests, particularly those affecting ad visibility, payments, and account access.
Ensure response timelines align with the SayPro Monthly January SCMR-5 metrics and SayPro’s Quarterly User Support review benchmarks.
Set up auto-response acknowledgments to assure users their queries have been received and are being attended to.
Create escalation protocols to involve supervisors or specialists for complex cases.

2. Help Desk System Oversight

Oversee SayPro’s helpdesk tools, ticketing systems, and live chat platforms to ensure seamless communication.
Monitor open and closed tickets to detect patterns, recurring issues, and support trends.
Collaborate with IT and developers to address bugs or issues affecting classified ad submissions, renewals, or payments.

3. User Communication Management

Develop and maintain FAQ pages, support articles, and video guides to reduce repetitive inquiries.
Send periodic updates to users about their issue resolution status.
Coordinate with SayPro Marketing Royalty to share important user support trends that may affect campaign messaging or product development.

4. Support Staff Training & Coordination

Train and onboard new Classified Support Agents and Interns.
Develop quick reference guides and SOPs to ensure standardized support procedures.
Lead quarterly internal workshops to update staff on new tools, user issues, and service standards.

5. Data Reporting & Compliance

Submit a detailed monthly report aligned with SayPro SCMR-5 metrics covering average response time, resolution rate, user satisfaction scores, and escalation logs.
Participate in SayPro Quarterly Classified User Support and Help Management audits.
Maintain GDPR and data privacy compliance in all support interactions and user data handling.

6. User Experience Improvement

Collect and analyze user feedback regarding the help process to improve support channels and user journeys.
Recommend UX and UI changes to the development team based on user pain points discovered during support interactions.

7. Support Marketing and Engagement Activities

Collaborate with SayPro Marketing Royalty to launch user feedback campaigns, satisfaction surveys, and support week events.
Represent the support team during SayPro webinars, masterclasses, and community forums, when needed.

Required Qualifications & Skills:

Bachelor’s degree in IT, Customer Service, Business, or related fields.
Minimum 2 years of experience in customer service/helpdesk support, preferably in classified or e-commerce environments.
Excellent problem-solving skills, empathy, and the ability to manage stress in high-pressure situations.
Proficiency in help desk/ticketing software (e.g., Zendesk, Freshdesk, HubSpot CRM).
Strong written and verbal communication skills.
Ability to manage reports and KPIs as per corporate review systems like SCMR.

Performance Evaluation Metrics (as per SCMR-5):

Average First Response Time: < 2 hours
Average Resolution Time: < 24 hours
User Satisfaction Score: > 90%
Resolution Rate: > 95%
Escalation Rate: < 5%