SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Department: SayPro Classified Office
Reports To: SayPro Marketing Royalty SCMR
Job Type: Full-Time
Location: Remote/Office-Based
Job Reference: SayPro Monthly January SCMR-5, SayPro Quarterly Classified User Support and Help Management
Key Responsibilities:
- Content Moderation:
- Monitor Classified Section: Regularly review the classified section to ensure that all user-generated content adheres to the platform’s guidelines and standards.
- Identify Violations: Detect inappropriate content, including offensive language, scams, fraudulent ads, or misleading posts, and take necessary actions to mitigate risks. This includes flagging, removing, or escalating posts as per the platform’s content moderation policies.
- Enforce Policies: Ensure compliance with SayPro’s terms of service and user conduct guidelines, proactively identifying and addressing violations to maintain a safe and trusted platform for users.
- User Warnings and Bans: Issue warnings to users violating platform rules, issue temporary or permanent bans as needed, and provide clear communication regarding actions taken.
- Collaboration with Support Teams: Work closely with the technical and customer service teams to resolve any issues related to flagged content and facilitate resolution processes for disputes.
- User Support:
- Respond to User Inquiries: Provide timely and helpful responses to user inquiries via email, chat, or phone. Assist users with issues related to account management, ad submissions, payment processes, and content concerns.
- Help Desk Management: Address and resolve escalated support tickets in accordance with SayPro’s service level agreements (SLAs), ensuring that user concerns are resolved quickly and efficiently.
- Provide Troubleshooting Support: Guide users through troubleshooting steps for technical issues related to ad placement, functionality, or account settings.
- Help Documentation and Training:
- Create and Update FAQs and Help Guides: Develop and update user-friendly documentation, guides, and tutorials to assist users in understanding the platform’s features and resolving common issues on their own.
- Internal Training: Assist in the creation of internal training materials for team members, focusing on best practices for content moderation and customer support.
- User Feedback and Improvements:
- Monitor User Feedback: Collect and analyze feedback from users to identify recurring issues and areas for improvement in both content moderation processes and overall user experience.
- Continuous Improvement: Work with the product and marketing teams to suggest enhancements to the user interface, moderation tools, and customer support processes based on feedback and observations.
- Reporting and Metrics:
- Report Generation: Provide regular updates and detailed reports to the SayPro Classified Office and SayPro Marketing Royalty SCMR regarding the volume of flagged content, user support inquiries, and the overall health of the classified section.
- Performance Metrics: Track key performance indicators (KPIs) related to content moderation effectiveness, user satisfaction, and response times to ensure continuous improvement in service delivery.
- Collaboration with Other Departments:
- Cross-Department Coordination: Work with the marketing, technical, and product teams to improve user experience and ensure that changes to the platform or its features align with moderation requirements and user support needs.
- Engagement with Legal Team: Collaborate with the legal team to ensure that any flagged content, especially that related to legal issues (e.g., illegal products or services), is handled appropriately and complies with local and international laws.
Qualifications:
- Experience: At least 2 years of experience in customer service or content moderation, preferably in the classified ads or e-commerce industry.
- Skills:
- Strong written and verbal communication skills.
- Excellent problem-solving abilities and attention to detail.
- Knowledge of online content moderation tools and best practices.
- Familiarity with user support systems (e.g., Zendesk, Freshdesk, or similar platforms).
- Ability to multitask and work under pressure, managing multiple inquiries or tasks simultaneously.
- Education: Bachelor’s degree in a related field or equivalent experience.
Desired Attributes:
- Customer-Centric: A strong desire to help users and ensure they have a positive experience on the platform.
- Tech-Savvy: Comfortable navigating and using a variety of software and platforms to manage user issues and content.
- Adaptable: Ability to adjust to new challenges and changes in the platform’s requirements, adapting quickly to evolving processes or guidelines.
- Team Player: Able to collaborate effectively with different teams to improve overall service delivery.
Compensation and Benefits:
- Competitive salary based on experience.
- Health insurance and other employee benefits.
- Professional development opportunities.
- Flexible working hours and remote working options.
How to Apply:
Interested candidates are encouraged to submit their resume along with a cover letter outlining their relevant experience and explaining why they are a good fit for the role. Please send applications to [SayPro HR Contact].
This job description provides an overview of the key responsibilities and qualifications for the SayPro Classified User Support and Help Management role, focused on maintaining the integrity of the classified section and ensuring a positive user experience through content moderation and effective support.
Leave a Reply