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 SCMR
Reporting To: Head of SayPro Classified Office
Classification: Operational Support
Location: Remote/Onsite (as applicable)
Frequency of Review: Quarterly (SCMR-aligned)
Job Purpose:
To manage and optimize SayPro’s Classified User Support and Help Management system by ensuring that all users—buyers, sellers, and administrators—receive prompt, relevant, and easy-to-understand support. This includes the oversight of the Help Center and coordination of support content and tools, aligned with SayPro’s service standards and goals as outlined in SayPro Monthly January SCMR-5 and Quarterly Classified User Support and Help Management Plan.
Key Responsibilities:
✅ 1. Help Center Management
Ensure that the Help Center is a comprehensive, easy-to-navigate, and continuously updated resource that supports all SayPro Classified users effectively.
Duties:
- Content Structure & Accessibility:
- Organize Help Center articles by categories, tags, and user journey relevance (e.g., “Posting Ads,” “Account Management,” “Renewals”).
- Regularly test navigation to ensure ease-of-use and logical flow for both new and returning users.
- Content Accuracy & Relevance:
- Conduct monthly audits (aligned with SCMR-5 schedule) of all articles and support documentation.
- Remove outdated information, update procedural changes, and ensure alignment with SayPro system updates.
- User-Centered Content Development:
- Develop new articles, FAQs, and walkthroughs based on user feedback, ticket trends, and Quarterly Support Reports.
- Work closely with Product and Tech Teams to anticipate updates or changes that will require content adjustments.
- Multimedia Support:
- Incorporate videos, screenshots, and step-by-step guides into support content to enhance understanding.
- Ensure that accessibility standards (e.g., alt text, captions) are met for all media.
- Performance Tracking:
- Use analytics tools to monitor Help Center usage, most-read articles, bounce rates, and search queries.
- Submit monthly reports with insights and action items to the SayPro Classified Office.
- Cross-Team Collaboration:
- Coordinate with Marketing, Customer Support, and Training Units to maintain consistency in messaging and support tone.
- Participate in Quarterly SCMR User Support Review Meetings to present Help Center performance and receive feedback.
- Localization and Inclusivity:
- Coordinate translation of key articles to relevant languages based on user demographics.
- Ensure the Help Center caters to diverse user needs, including regional-specific questions or workflows.
Key Outputs:
- Updated and structured Help Center by the 5th of each month (SCMR-5)
- Monthly performance and improvement report for internal review
- Quarterly user support optimization report for SCMR documentation
- Increased Help Center engagement and reduced repeat support tickets
Key Skills and Competencies:
- Strong communication and technical writing skills
- Knowledge of user experience design (especially in help portals)
- Familiarity with classified ad platforms and user behavior
- Data analysis and reporting capability
- Tools: Zendesk/HelpScout/Freshdesk (or equivalent), Google Analytics, CMS, Confluence/Wiki platforms
Qualifications and Experience:
- Minimum 3 years of experience in a digital support or help desk management role
- Experience managing Help Centers or Knowledge Bases
- Background in digital products, eCommerce, or classifieds platforms preferred
Performance Review Criteria (SCMR-Aligned):
- Timeliness and accuracy of monthly Help Center audits
- User satisfaction ratings with support documentation
- Reduction in repetitive user queries
- Collaboration effectiveness with Marketing and Product teams
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