SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Position Summary:
The SayPro Classified User Support and Help Management specialist is responsible for ensuring exceptional user experience by providing professional support, timely help, and efficient troubleshooting services on the SayPro Classified platform. This role will also focus on collaborative efforts with SayPro Marketing and IT departments to ensure the platform remains user-friendly, secure, and performance-optimized. The specialist plays a central role in SayPro Monthly SCMR-5 meetings and SayPro Quarterly Classified User Support and Help Management Reviews, ensuring user-centric feedback is captured and utilized to drive continuous improvement.
Key Responsibilities:
1. User Support and Help Management
- Serve as the first point of contact for users needing assistance with classified listings, navigation, or account management.
- Respond to support tickets, live chats, emails, and social media inquiries in a professional and timely manner.
- Maintain a detailed log of all support requests and ensure resolution is documented and followed up when necessary.
- Develop and manage an evolving SayPro Classified Help Center/Knowledge Base, including FAQs, guides, and video tutorials.
- Analyze support trends and identify recurring issues, proposing long-term fixes or user education materials.
2. Collaboration with SayPro Marketing and IT Teams
- Work closely with the SayPro Marketing team to communicate user behavior, trends, pain points, and feature requests.
- Collaborate with the SayPro IT team to ensure platform reliability, bug fixes, and implementation of user-requested improvements.
- Attend joint planning sessions, particularly Monthly SCMR-5 sessions and Quarterly Strategy Review meetings, providing data-driven user insights.
- Participate in platform testing before feature releases to ensure optimal usability and support preparedness.
- Share insights from user interactions to support marketing content, SEO strategies, and community-building campaigns.
3. User Experience Optimization
- Monitor and assess user journey and engagement with the classified platform; work with UI/UX and development teams to propose improvements.
- Run periodic user satisfaction surveys and compile feedback into actionable reports for stakeholders.
- Coordinate with Marketing to roll out onboarding processes and ensure new users understand how to utilize the platform effectively.
- Test and help refine user flows, such as ad posting, category navigation, payments, and renewals.
4. Quality Assurance and Compliance
- Ensure the platform complies with SayPro standards of user privacy, protection, and service delivery.
- Regularly check for user-reported suspicious or spammy content, escalating and managing cases per company policy.
- Assist with audits related to SCMR-5 and SayPro Classified User Help Performance.
5. Reporting and Communication
- Submit monthly and quarterly reports as part of SayPro SCMR-5 and Quarterly Support Reviews.
- Track KPIs such as average response time, resolution rates, user satisfaction scores, and most reported issues.
- Provide insights that inform marketing campaigns, IT feature updates, and platform communication.
Requirements:
- Proven experience in customer support, user help management, or a related field, preferably in an online marketplace or digital platform.
- Strong communication and interpersonal skills, with a proactive and empathetic approach to user care.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk), CMS platforms, and basic troubleshooting techniques.
- Ability to collaborate effectively across departments and contribute to technical and marketing discussions.
- High attention to detail, data analysis skills, and ability to generate user-centric insights.
- Passion for improving user experience and simplifying digital interactions.
Desirable Skills:
- Experience in classified ads software such as WP Classifieds or Classifieds WP.
- Basic understanding of digital marketing, SEO, or user onboarding techniques.
- Familiarity with agile workflows and project collaboration tools like Asana, Jira, or Trello.
Performance Metrics (Linked to SCMR-5 and Quarterly Reviews):
- User satisfaction score (target: 90%+)
- Average support resolution time (target: <24 hours)
- Monthly support ticket volume and resolution rates
- Quarterly report completion and presentation to SayPro Marketing Royalty SCMR
- Number of improvements or fixes suggested through user support insights
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