Author: Likhapha Mpepe

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
Reports To: SayPro Marketing Royalty SCMR Team
Program: SayPro Monthly January SCMR-5 | SayPro Quarterly Classified User Support and Help Management

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Key Responsibilities: Training & Education

The User Support and Help Management professional is responsible for leading the Training & Education efforts that equip SayPro Classified platform users—both individuals and organizations—with the knowledge and skills they need to successfully interact with the system. Under the strategic umbrella of SCMR-5 (SayPro Classified Marketing Royalty), this role ensures a seamless and empowering user experience through targeted training initiatives.

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1. User Onboarding & Orientation

• Develop and deliver comprehensive onboarding programs for new users of SayPro’s Classifieds platform.
• Design orientation sessions that cover the full lifecycle of classified ad usage—from account registration and profile management to ad creation, submission, and renewal.
• Create guided tutorials and FAQs tailored to different user types (e.g., individual sellers, buyers, business advertisers, nonprofit participants).

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2. Platform Usage Training

• Provide step-by-step educational sessions (both online and in-person) on:
  • How to post classified ads effectively.
  • How to manage active listings (edit, renew, delete).
  • How to search, filter, and save listings for later viewing.
  • How to use category-specific functions (e.g., Jobs, Events, Products).
• Offer training on advanced user options such as paid promotions, featured ads, and analytics dashboards.

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3. Multilingual and Inclusive Learning Materials

• Design and produce training materials (videos, guides, slide decks, help sheets) in multiple languages to accommodate SayPro’s diverse user base.
• Ensure materials are accessible to users with disabilities, following universal design and accessibility standards (e.g., screen reader support, captions).

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4. Live Support Sessions & Webinars

• Organize and host monthly webinars and live support sessions as part of the SayPro Monthly SCMR-5 Calendar, focusing on:
  • New features and platform updates.
  • Common user issues and best practices.
  • Community Q&A and troubleshooting clinics.
• Collaborate with SayPro Regional Offices to run localized quarterly training events.

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5. Development of a Knowledge Base

• Work closely with the SayPro Technical and Marketing teams to develop and maintain a centralized online Help Center.
• Ensure the knowledge base includes:
  • How-to guides.
  • Troubleshooting walkthroughs.
  • Glossaries of platform terms.
  • User-submitted tips and experiences.

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6. User Feedback & Training Improvement

• Collect feedback after each training session via surveys and direct outreach.
• Analyze data to identify knowledge gaps or training needs.
• Adjust and optimize the training curriculum to reflect user needs, platform changes, and seasonal usage trends.

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7. Collaborative Training Campaigns

• Partner with SayPro Marketing Royalty and Communication Teams to:
  • Promote training events via newsletters, social media, and platform announcements.
  • Integrate training modules into SayPro’s wider digital literacy campaigns.
  • Run themed campaigns (e.g., “How to Sell During Holidays”, “Post Your Graduation Ads”) aligned with quarterly classified goals.

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8. Reporting and Accountability

• Provide detailed monthly and quarterly reports as required under SayPro Monthly January SCMR-5 protocols.
• Document:
  • Number of users trained.
  • Training attendance rates.
  • Success metrics (pre/post-training knowledge, usage uptick).
  • Lessons learned and forward plans.

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Key Performance Indicators (KPIs)

• % increase in successful ad postings after training.
• User satisfaction score with training materials and delivery.
• Reduction in support ticket volume due to better user knowledge.
• Attendance and engagement in monthly/quarterly training sessions.

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

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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.

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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.

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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.

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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%

SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR

Title: SayPro Classified User Support and Help Management
Department: SayPro Classified Office
Division: SayPro Marketing Royalty SCMR
Report To: Head of Classified Services and User Experience
Reference: SCMR-5 (January Monthly), SayPro Quarterly Classified User Support and Help Management

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Position Summary

The SayPro Classified User Support and Help Management role is responsible for delivering fast, efficient, and friendly support to users across all SayPro Classified platforms. This role ensures user queries, complaints, feedback, and technical support issues are resolved within defined timeframes, aligned with SayPro’s Service Commitment Metrics and Reporting (SCMR) standards.

The core responsibility of this role is Response & Resolution Time Management, which ensures that all user inquiries are acknowledged promptly and fully resolved within 24 hours or less, whenever possible, maintaining SayPro’s reputation for responsiveness and reliability.

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Key Responsibilities

1. Response & Resolution Time Management

• Inquiries Handling: Monitor and manage all incoming support queries from classified users via email, chat, helpdesk, or phone.
• Acknowledgement Time: Ensure initial acknowledgment of all inquiries within 1 hour of receipt during business hours, or by the next working hour if received after-hours.
• Resolution Deadline Compliance: Strive to resolve 100% of inquiries within 24 hours, with a minimum internal benchmark of 95% resolution within the same day.
• Prioritization: Use a ticketing system to categorize and prioritize issues based on urgency (e.g., payment issues, ad posting failures, login problems).
• Monitoring & Alerts: Set up automatic alerts and dashboard views to track unresolved or delayed tickets, triggering escalation processes when necessary.
• SCMR Tracking: Maintain accurate logs of inquiry timestamps, resolution notes, and response times as per SayPro Monthly SCMR-5 metrics and audit requirements.

2. User Communication & Satisfaction

• Provide courteous, clear, and professional responses to all inquiries.
• Proactively update users if resolution will take longer than expected, with revised timelines and explanations.
• Follow up with users post-resolution to ensure satisfaction and to close support tickets with user consent.

3. Reporting and Compliance with SCMR

• Prepare and submit monthly performance reports aligned with SCMR-5, focusing on:
  • Average response time
  • First-time resolution rate
  • Number of escalations
  • User feedback scores
• Contribute data and insights to the SayPro Quarterly Classified User Support and Help Management review meetings.
• Ensure full compliance with SayPro Classified Office guidelines, KPIs, and escalation protocols defined by SayPro Marketing Royalty SCMR.

4. System and Tools Management

• Maintain the support ticketing and CRM systems to reflect real-time updates on user interactions.
• Collaborate with IT or platform development teams to troubleshoot recurring or systemic issues affecting user experience.

5. Continuous Improvement

• Recommend changes in workflows or policies to improve resolution times and reduce repetitive inquiries.
• Participate in quarterly training workshops to stay updated with SayPro Classifieds platform upgrades and support standards.

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Key Performance Indicators (KPIs)

• Response Time: 100% of inquiries acknowledged within 1 hour.
• Resolution Time: 95% of inquiries resolved within 24 hours.
• Customer Satisfaction Score (CSAT): Maintain a CSAT score of 4.5/5 or higher.
• Ticket Closure Rate: 98% of all monthly tickets closed without re-openings.
• Compliance with SCMR: Full alignment with SayPro SCMR-5 monthly and quarterly standards.

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Qualifications

• Minimum 2 years in customer support or helpdesk management.
• Familiarity with ticketing software (e.g., Zendesk, Freshdesk, or SayPro’s internal platform).
• Excellent communication, problem-solving, and multitasking skills.
• Knowledge of SayPro Classifieds platform preferred.

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Work Environment & Tools

• Hybrid role with in-office days required during monthly SCMR review cycles.
• Use of SayPro internal Classified CRM and Support Suite.
• Integration with SayPro HelpBot and Live Chat for real-time support.

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)

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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.

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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.

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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.

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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.

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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.

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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

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
Reporting To: SayPro Classified Service Director / SayPro Marketing Royalty SCMR
Classification: Full-Time | Support & Strategy
Location: Remote / Onsite (as required)
Effective From: January SCMR-5 Release
Quarterly Oversight: SayPro Quarterly Classified User Support and Help Management
Code: SCMR-CUHM-2025-01

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Key Responsibility Area: User Feedback & Improvement

Objective:

To continuously enhance the performance, accessibility, and usability of SayPro Classified platforms by gathering, analyzing, and acting upon user feedback—ensuring high levels of user satisfaction, trust, and retention.

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Key Responsibilities and Duties:

1. Feedback Collection (Monthly and Quarterly):

• Design and manage feedback collection processes (e.g., surveys, in-platform prompts, feedback forms) integrated into SayPro Classified services.
• Coordinate and execute Monthly Feedback Collection for January SCMR-5 and ongoing cycles.
• Liaise with the SayPro Marketing Royalty (SCMR) and the Classified Office to ensure consistent branding and message alignment when collecting user data.

2. Data Analysis and Reporting:

• Systematically analyze collected feedback, identifying trends, common complaints, suggestions, and feature requests.
• Prepare detailed Monthly Feedback Analysis Reports and contribute to Quarterly Review Documents for Classified User Support Management.
• Use data visualization tools to communicate findings clearly to internal stakeholders, especially the SayPro Marketing and Product Teams.

3. Improvement Recommendation and Implementation:

• Develop a prioritized list of user-requested improvements and pain point resolutions.
• Collaborate with product managers, developers, and UX teams to translate feedback into actionable system improvements.
• Track the status of suggested improvements and document user experience enhancement progress.

4. Continuous Communication with Users:

• Maintain regular communication loops with users to inform them how their feedback has been considered and implemented.
• Ensure a sense of community and transparency by publishing “You Said, We Did” updates as part of Monthly and Quarterly cycles.
• Facilitate beta testing groups or feedback forums for high-impact changes.

5. Integration with SCMR Strategic Goals:

• Align all user feedback efforts with the SayPro Marketing Royalty’s goals and quality standards, especially those outlined in the SCMR-5 Strategy Document.
• Ensure feedback strategies contribute to the Quarterly KPI reviews and monthly SCMR performance indicators.

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Expected Deliverables:

• Monthly Feedback Summary Reports (SCMR-5 Compliant)
• Quarterly User Feedback & Improvement Review Documents
• User Feedback Dashboards (Interactive or PDF-based)
• Improvement Action Plans and Trackers
• “You Said, We Did” Communication Artifacts
• Documentation of resolved vs. unresolved issues with reasons and future timelines

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Skills & Qualifications:

• Bachelor’s degree in Marketing, Communication, IT, Customer Experience, or related field
• Minimum 2–3 years in user support, product feedback, or help desk roles (preferably in classified or digital platforms)
• Strong analytical and reporting skills
• Experience in using tools like Google Forms, SurveyMonkey, Typeform, and data analysis dashboards (e.g., Excel, Power BI, or Looker Studio)
• Excellent written and verbal communication skills
• Passion for user advocacy and experience optimization

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Performance Metrics:

• User feedback response rates and quality
• Time to resolve or escalate feedback-based issues
• Number of implemented improvements driven by feedback
• Improvement in user satisfaction (e.g., NPS or CSAT scores)
• Contribution to Quarterly SCMR KPIs

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)

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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.

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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.

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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

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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

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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

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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

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
(Under SayPro Marketing Royalty – SCMR)

Reporting To:

SayPro Classified Team Lead / SayPro Marketing Royalty SCMR Coordinator

Reference Code:

SCMR-5 | SayPro Monthly – January
Quarterly Report: SayPro Classified User Support and Help Management

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Position Purpose:

The SayPro Classified User Support and Help Management Officer is responsible for maintaining, managing, and continuously improving the SayPro Classified Help Center. This includes proactively identifying recurring issues, implementing user-driven content enhancements, and ensuring timely updates that reflect new platform features. The role supports user success and satisfaction by delivering consistent, clear, and user-friendly information in alignment with feedback collected monthly and quarterly through SayPro SCMR-5 reports.

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Key Responsibilities:

1. Help Center Management:

• Content Updating:
  • Regularly review and revise Help Center articles, FAQs, tutorials, and walkthroughs to reflect:
    • New features launched on the SayPro Classified platform.
    • Recurrent questions/issues logged in monthly and quarterly support reviews (SCMR-5).
    • Updated workflows and classified posting procedures.
• Feedback Integration:
  • Analyze feedback received via support tickets, surveys, and user interviews from the SayPro Monthly SCMR-5 and Quarterly Reports.
  • Incorporate trends and common concerns into Help Center revisions and expansions.
• Documentation:
  • Work closely with the SayPro Marketing Royalty team to document classified ad processes, including:
    • Posting, editing, renewing, and deleting ads.
    • Managing user accounts, categories, and payments.
• Visual Support:
  • Collaborate with the multimedia team to ensure help articles include images, videos, and annotated screenshots where applicable for better user understanding.

2. User Support Coordination:

• Query Management:
  • Triage and respond to support queries routed from the SayPro Classified Office.
  • Escalate technical or unresolved issues to the development team with detailed documentation.
• Support Metrics:
  • Monitor performance indicators such as:
    • Average response and resolution time.
    • Ticket volume trends.
    • User satisfaction ratings.
• Knowledge Base Analytics:
  • Track and analyze user behavior on the Help Center using tools such as Google Analytics or CRM data.
  • Identify underperforming or frequently visited pages to optimize content and structure.

3. Collaboration and Process Improvement:

• Team Collaboration:
  • Work closely with SayPro developers, marketers, trainers, and user testers to gather insight and validate Help Center accuracy.
• SCMR Compliance:
  • Ensure alignment with SayPro Marketing Royalty SCMR compliance guidelines when designing and updating support materials.
  • Submit monthly reports outlining Help Center updates and user support activities as per the SayPro SCMR-5 framework.
• Training Integration:
  • Support the SayPro Training Department by integrating Help Center resources into onboarding and tutorial content for classified users.

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Qualifications and Experience:

• Diploma or Degree in Communications, IT Support, Marketing, or a related field.
• 2–3 years of experience in user support or content management roles (preferably in digital platforms or classifieds).
• Experience with help desk software (e.g., Zendesk, Freshdesk, Intercom) is an advantage.
• Familiarity with content management systems (CMS), FAQs, and user documentation tools.
• Strong writing and editing skills with a user-first mindset.

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Key Competencies:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Detail-oriented with strong organizational abilities.
• Ability to manage multiple tasks and meet deadlines.
• Passion for continuous improvement and helping users succeed.

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Deliverables and Reporting Structure:

• Monthly Report: Help Center Updates, Top Support Issues, Resolutions (SCMR-5 Report).
• Quarterly Review: Summary of trends, content strategy changes, and user satisfaction improvements.
• Annual Goal: Improve self-service user support by 30% based on Help Center traffic and reduced ticket volume.

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
Location: [Location]
Job Type: Full-time
Job Code: SCMR-5

Overview:
The SayPro Classified User Support and Help Management role is pivotal to ensuring users of the SayPro Classified platform receive the highest level of support and assistance. The role focuses on managing the help center, including developing FAQs, instructional articles, and troubleshooting guides. It also involves responding to user inquiries, resolving issues, and continuously enhancing the user experience. This role requires a proactive, detail-oriented, and empathetic approach to managing support resources and delivering top-notch user assistance.

Key Responsibilities:

1. Help Center Management:
   • Oversee the daily operations of the SayPro Classified Help Center.
   • Develop, update, and manage a comprehensive library of Frequently Asked Questions (FAQs) and troubleshooting guides for users, ensuring content is clear, concise, and user-friendly.
   • Create and maintain instructional articles, video tutorials, and knowledge base content that assists users in resolving common issues and utilizing the SayPro Classified platform effectively.
   • Regularly review user feedback and interaction data to identify gaps in the help center content and ensure resources are up to date.
   • Collaborate with product development and marketing teams to ensure that new features and updates are promptly reflected in the help center materials.
2. User Support and Issue Resolution:
   • Respond to and resolve user queries through various support channels, including email, live chat, and phone, ensuring timely and effective solutions.
   • Provide detailed troubleshooting assistance for users facing technical issues with classified ads, payment processes, account settings, and other platform functionalities.
   • Maintain detailed records of user interactions, issues, and resolutions in a CRM or ticketing system for follow-up and continuous improvement.
   • Escalate complex issues to the appropriate technical or product teams while ensuring the user remains informed of the progress.
3. Training and Development:
   • Develop and conduct training sessions or webinars for both users and internal teams to enhance the understanding of the platform’s features and functionalities.
   • Monitor and evaluate the effectiveness of training materials and user guides, ensuring continuous improvement in clarity and accessibility.
   • Work closely with the marketing and product teams to create user-centric content that promotes platform adoption and engagement.
4. User Feedback and Satisfaction:
   • Regularly gather user feedback through surveys, ratings, and direct communication to assess the effectiveness of the help center and user support processes.
   • Implement improvements to support processes based on feedback, striving to reduce user frustration and enhance overall satisfaction.
   • Track and analyze support metrics (response time, resolution time, user satisfaction, etc.) to ensure service level agreements (SLAs) are met and exceeded.
5. Collaboration and Communication:
   • Collaborate with the SayPro Marketing Royalty SCMR team to align user support strategies with the broader organizational goals and marketing initiatives.
   • Provide regular updates to management regarding the status of support requests, help center performance, and any recurring issues or challenges.
   • Foster a positive, solution-oriented atmosphere within the team, encouraging collaboration and knowledge sharing.
6. Content Management and Quality Control:
   • Ensure all content in the help center is consistent in tone, style, and branding, and complies with SayPro’s guidelines for accessibility and readability.
   • Regularly audit existing content for relevance and accuracy, removing outdated information and adding new resources as required.
   • Work closely with the marketing team to align help center content with ongoing campaigns and product launches.
7. Continuous Improvement:
   • Stay updated on industry best practices and emerging trends in customer support and user experience to ensure SayPro Classified’s help center remains competitive and efficient.
   • Innovate and implement new support tools, techniques, and technologies to improve the user support experience.
   • Provide recommendations for enhancements to the SayPro Classified platform based on user feedback and support trends.

Qualifications and Skills:

• Education: Bachelor’s degree in Business Administration, Communication, Marketing, or a related field.
• Experience:
  • 3+ years of experience in user support or customer service management, preferably in a tech or online platform environment.
  • Experience in managing online help centers or knowledge bases.
  • Familiarity with CRM systems or ticketing software (e.g., Zendesk, Freshdesk).
  • Basic technical troubleshooting skills and knowledge of classified ad platforms.
• Skills:
  • Exceptional written and verbal communication skills.
  • Strong attention to detail and ability to develop user-friendly content.
  • Problem-solving abilities and a customer-first mindset.
  • Ability to work independently and in a collaborative team environment.
  • Experience with data analysis and reporting to measure support effectiveness.
• Personal Traits:
  • Empathy and patience with users.
  • A proactive attitude to anticipate user needs and improve processes.
  • Highly organized with the ability to manage multiple projects and deadlines.

Key Performance Indicators (KPIs):

• User satisfaction score (e.g., CSAT or NPS).
• Help center usage and engagement metrics (e.g., page views, time spent, user feedback).
• Average response and resolution time for support tickets.
• Reduction in recurring issues or support tickets over time.
• Quality and relevance of support content (measured through audits and user feedback).

Additional Information:

• Salary: [Competitive salary based on experience]
• Benefits: [Healthcare, retirement plans, paid time off, etc.]
• Location: [Location or Remote Work Details]
• Start Date: [Expected Start Date]

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This detailed job description outlines the key responsibilities and expectations for the SayPro Classified User Support and Help Management role under the SayPro Marketing Royalty SCMR. This position is integral to enhancing the overall user experience, providing timely and effective support, and ensuring continuous improvement of the help center and support processes.

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

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Key Responsibilities:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.

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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.

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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.

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Compensation and Benefits:

• Competitive salary based on experience.
• Health insurance and other employee benefits.
• Professional development opportunities.
• Flexible working hours and remote working options.

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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].

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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.

SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR

Position Title: Classified User Support and Help Management
Department: SayPro Classified Office
Reports to: SayPro Marketing Royalty SCMR
Date: January (SCMR-5 Monthly Review)

Position Summary:
The Classified User Support and Help Management role focuses on providing critical support for users within the SayPro Classified platform, ensuring the smooth operation of the classified ads environment. This includes overseeing content moderation, assisting with user inquiries, and ensuring adherence to the platform’s content policies. The role is also responsible for improving the user experience by effectively managing complaints and providing timely resolutions.

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Key Responsibilities:

1. Content Moderation:

• Review and Approve Classified Ads:
  • Perform regular reviews of classified ads posted by users to ensure they meet SayPro’s content policies and guidelines, as outlined in the SayPro Monthly January SCMR-5.
  • Validate content against the company’s rules regarding language, images, and accuracy, ensuring that no offensive, inappropriate, or misleading ads are allowed.
  • Approve or reject ads based on their compliance with SayPro’s content standards, providing clear and constructive feedback to users when necessary.
• Enforcement of Policies:
  • Stay informed and up-to-date with any changes in SayPro’s content policies and guidelines and ensure that all ads adhere to these guidelines.
  • Monitor and identify patterns of non-compliant behavior across the platform and take appropriate action such as flagging, warning, or permanently blocking users who repeatedly violate policies.

2. User Support and Assistance:

• Help Desk Management:
  • Serve as the primary point of contact for users requiring assistance with the classified ad submission process, including troubleshooting technical issues and resolving account-related concerns.
  • Provide clear, concise, and timely support via email, chat, or phone to resolve user queries and concerns in a professional and helpful manner.
• Issue Resolution:
  • Work collaboratively with other departments, including IT, to address complex user issues that cannot be resolved immediately through normal helpdesk procedures.
  • Ensure that complaints or escalations are managed effectively and users are kept informed about the status of their concerns.
• Knowledge Base Maintenance:
  • Develop and update user guides, FAQs, and help resources to assist users with common problems related to the platform.
  • Regularly review and refresh content in the knowledge base to ensure its relevance and effectiveness.

3. Data and Reporting:

• Classified Ads Analytics:
  • Track and analyze classified ad submissions and user activity data to identify trends, high-traffic categories, or any issues requiring intervention.
  • Provide monthly reports to SayPro Marketing Royalty SCMR on the status of classified ads, user engagement, and any content compliance concerns, based on SayPro’s SCMR metrics.
• User Feedback Collection:
  • Solicit and gather feedback from users regarding their experience with the classified ad process, and present findings to management with recommendations for improvements.
  • Track satisfaction levels and report on any recurring issues, aiming to improve service delivery.

4. User Engagement and Training:

• Training Support:
  • Assist in the creation and delivery of user training materials, ensuring users understand how to post ads correctly, as well as how to utilize the platform’s features.
  • Provide webinars, guides, and tutorials for new users, helping them understand SayPro’s terms of service, ad posting processes, and how to get the most out of the platform.
• Community Support:
  • Foster a community environment by encouraging positive engagement and resolving disputes in a fair, unbiased manner. Act as an intermediary when users need assistance with ad-related conflicts.

5. Continuous Improvement:

• Policy Updates and Recommendations:
  • Stay updated on changes in digital marketing trends, user behavior, and competitor platforms. Recommend changes or updates to SayPro’s content policies or moderation strategies as necessary to maintain relevance and effectiveness.
• Innovation and Efficiency:
  • Actively contribute ideas to streamline the ad review process, improve user satisfaction, and make the platform more user-friendly.
  • Work on process improvements to increase team efficiency and reduce ad approval time.

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Required Qualifications and Skills:

• Experience:
  • Minimum of 2 years in a customer service or content moderation role, preferably within the digital or e-commerce space.
• Technical Skills:
  • Familiarity with content moderation tools and customer service platforms. Ability to quickly learn new software or tools related to classified ad management.
• Communication:
  • Excellent written and verbal communication skills with an ability to convey complex information clearly and concisely to users of varying levels of expertise.
• Attention to Detail:
  • Strong attention to detail in reviewing ads and managing user support requests to ensure accuracy and adherence to content guidelines.
• Problem-Solving:
  • Strong critical thinking and problem-solving skills to effectively resolve user issues in a timely and efficient manner.
• Teamwork:
  • Ability to work collaboratively with cross-functional teams, including marketing, IT, and legal departments.

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Additional Information:

This position is based at the SayPro Classified Office under the SayPro Marketing Royalty SCMR division, with a monthly review cycle and quarterly reporting obligations. The role may require evening or weekend hours during peak times or to meet deadlines.

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This detailed job description outlines the key responsibilities and qualifications required for the Classified User Support and Help Management position within the SayPro platform. The role is essential in maintaining the quality, security, and user satisfaction of the classified ad environment, supporting SayPro’s commitment to providing a seamless user experience.