Tag: Description

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
Reporting To: Head of SayPro Classified Operations
Division: SayPro Marketing Royalty SCMR

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Job Purpose:

To ensure timely, efficient, and user-friendly support services for all SayPro Classified platform users, while maintaining comprehensive records of interactions and producing monthly and quarterly reports in line with SayPro’s Strategic Classified Management Reports (SCMR).

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Key Responsibilities:

1. Reporting & Documentation (Primary Focus):

• Monthly SCMR-5 Reporting (January and beyond):
  • Compile detailed user support data and interaction metrics.
  • Prepare SCMR-5 reports that outline:
    • Number and types of inquiries received.
    • Resolution times.
    • Common user issues and trends.
    • Recommendations for platform improvement.
  • Submit SCMR-5 reports to the SayPro Marketing Royalty SCMR by the designated deadline each month.
• Quarterly SayPro Classified User Support Report:
  • Aggregate monthly data into a comprehensive quarterly review.
  • Compare performance across months.
  • Identify recurring support themes, seasonal issues, and support bottlenecks.
  • Collaborate with the Classified Development Team to recommend system or UX improvements based on report findings.
• Ticketing System & CRM Logs:
  • Maintain accurate and detailed logs of all user interactions using SayPro’s support management software.
  • Tag, categorize, and prioritize cases correctly for consistent tracking and faster resolution.
  • Document resolutions and follow-up actions for each ticket.
• Support Knowledge Base Contributions:
  • Create and regularly update FAQ entries, user guides, and troubleshooting articles based on commonly reported issues.
  • Ensure all support content is documented, version-controlled, and accessible for internal and external users.

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2. User Support & Engagement:

• Handle Inquiries:
  • Respond to all user inquiries via email, live chat, and ticketing system with professionalism and empathy.
  • Escalate unresolved or technical issues to the relevant internal teams.
• Onboarding Assistance:
  • Guide new users through the platform features and how to submit classified ads effectively.
  • Offer step-by-step assistance to users with limited digital literacy.
• Feedback Collection:
  • Gather user feedback during support interactions.
  • Channel this feedback into monthly reports and product enhancement discussions.

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3. Performance Monitoring & Improvement:

• Track KPIs such as:
  • First Response Time,
  • Resolution Time,
  • User Satisfaction Scores, and
  • Repeat Inquiry Rate.
• Collaborate with the analytics and platform improvement teams to enhance system performance based on user behavior and support trends.

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Qualifications and Experience:

• Diploma or Degree in Communication, IT Support, Business Administration, or related fields.
• At least 2 years of experience in customer or user support, preferably in digital platforms or classifieds.
• Proficiency with CRM and helpdesk tools (e.g., Zendesk, Freshdesk).
• Strong written communication skills for documentation and reporting.
• Analytical mindset with the ability to interpret trends and recommend improvements.

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Personal Attributes:

• Empathetic listener and problem solver.
• Detail-oriented with strong organizational skills.
• Capable of working independently and in cross-functional teams.
• Committed to continuous improvement and user satisfaction.

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
Unit: SayPro Marketing Royalty – SCMR
Reporting to: SayPro Quarterly Classified User Support and Help Management Coordinator
Frequency of Delivery: Monthly – January SCMR-5 and ongoing quarterly sessions

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Position Overview:

As part of the SayPro Classified User Support and Help Management team, the Training & Education Specialist is responsible for planning, designing, and delivering educational content that equips users with the knowledge and confidence to navigate and use SayPro’s classified platform efficiently. This role plays a vital part in ensuring that users—whether individuals, organizations, or community-based groups—understand the full capabilities of the platform and are empowered to make the most of SayPro Classifieds.

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Key Responsibilities:

1. Development of Educational Materials

• Design, develop, and update clear, engaging, and user-friendly training content, including:
  • Step-by-step tutorials
  • Video walkthroughs
  • Help articles
  • FAQs and infographics
  • User manuals in multiple formats (PDF, web, interactive)
• Ensure all materials reflect current features, tools, and upgrades on the platform.

2. Webinar and Training Session Management

• Organize and conduct monthly training sessions (SCMR-5) for SayPro users in January and on a quarterly basis thereafter.
• Host live and pre-recorded webinars and online workshops focused on:
  • Setting up accounts
  • Posting and managing classifieds
  • Navigating dashboards and analytics
  • Optimizing listings for visibility
  • Resolving common user issues
• Encourage user participation by promoting upcoming sessions through SayPro marketing channels.

3. User Empowerment and Education Strategy

• Create structured user onboarding programs for new users to quickly become proficient with the platform.
• Provide specialized training modules for different user segments (e.g., event organizers, job listers, business advertisers, nonprofit listings).
• Develop a training curriculum aligned with SayPro’s broader educational strategy under SayPro Marketing Royalty SCMR.

4. Feedback and Continuous Improvement

• Collect feedback from training participants and user support interactions to assess the effectiveness of the training.
• Refine training materials and delivery methods based on user feedback, new feature releases, and usage analytics.
• Work closely with SayPro’s Technical and Product Teams to stay updated on platform changes and incorporate them into training content.

5. Collaboration and Cross-Functional Engagement

• Collaborate with:
  • SayPro Support Team to identify common user issues.
  • SayPro Development Team to ensure alignment of training with feature rollout.
  • SayPro Communications Team to ensure content consistency across all public-facing documentation and tutorials.
• Coordinate with the SayPro Quarterly Classified User Support and Help Management program to ensure training aligns with wider quarterly goals.

6. Monitoring and Reporting

• Maintain records of all training sessions conducted, including:
  • Attendance lists
  • Training feedback forms
  • Performance tracking of users pre- and post-training
• Submit monthly reports to SayPro Classified Office detailing:
  • Training sessions delivered
  • Participation metrics
  • Content updates and improvements
  • Key user insights and training outcomes

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Key Competencies and Skills:

• Strong instructional design and adult learning principles
• Excellent verbal and written communication skills
• Proficiency with presentation tools, e-learning platforms, and webinar software (e.g., Zoom, MS Teams, Google Meet, etc.)
• Familiarity with SayPro Classified or similar digital platforms
• Ability to explain complex technical concepts in simple terms
• Creativity and innovation in educational content creation
• Strong organizational and project management skills

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Performance Indicators:

• User satisfaction and engagement with training sessions
• Reduction in support ticket volume for trained topics
• Increase in successful ad postings by trained users
• Timely delivery of monthly and quarterly training sessions
• Quality and relevance of updated support materials

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
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