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SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.

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Written by

Likhapha Mpepe

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  • SayPro Job Description

    SayPro Job 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
    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

    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.

    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

    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

    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 Job Description

    SayPro Job Description

    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

    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.

    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).

    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.

    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).

    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.

    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.

    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.

    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.

    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.

    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 Job Description

    SayPro Job Description

    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

    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.

    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.

    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.

    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 Job Description

    SayPro Job Description

    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

    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.

    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.

    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.

    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.

    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 Job Description: SayPro Classified User Support and Help Management

    SayPro Job Description: SayPro Classified User Support and Help Management

    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)

    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.

    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.

    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.

    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.

    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.

    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 Job Description

    SayPro Job Description

    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

    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.

    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.

    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

    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

    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 Job Description

    SayPro Job Description

    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
  • SayPro Job Description: Classified User Support and Help Management

    SayPro Job Description: Classified User Support and Help Management

    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.

    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.

    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.

    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.

    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.

  • SayPro Job Description: SayPro Classified User Support and Help Management

    SayPro Job Description: SayPro Classified User Support and Help Management

    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 Specialist

    Department:

    SayPro Classified Office (under SayPro Marketing Royalty SCMR)

    Location:

    Remote/Office-based, as applicable

    Reports to:

    SayPro Marketing Royalty SCMR

    Key Responsibilities:

    1. User Support & Assistance:

    • Efficient Support System Management:
      • Maintain an efficient, user-friendly support system for the SayPro website, ensuring that users can easily access help and support for all classified-related inquiries and issues.
      • Act as the first point of contact for users experiencing technical issues or seeking assistance with classified ads, whether they are submitting, renewing, deleting, or managing ads.
      • Ensure users can quickly navigate the help and support system, including FAQs, live chat, ticketing system, and email support.
    • Help Desk Functionality:
      • Respond to user inquiries promptly through multiple channels (email, phone, live chat, ticketing).
      • Troubleshoot technical issues and guide users through solutions, such as resetting passwords, solving payment issues, or addressing ad approval delays.
      • Record user interactions and provide feedback to the development team to continuously improve the support system.
    • Problem Resolution & Follow-Up:
      • Ensure users’ issues are addressed within a reasonable time frame, consistently following up with users to ensure complete resolution.
      • Prioritize urgent issues and ensure that they are escalated as necessary to the appropriate department or team.
      • Maintain clear records of all support tickets, resolutions, and user communications.

    2. User Experience Enhancement:

    • Continuous Feedback Collection:
      • Actively gather feedback from users regarding the usability and effectiveness of the SayPro Classified platform.
      • Identify common user challenges and areas for improvement within the platform or support system, providing regular insights to management for improvement strategies.
    • User Training and Resources:
      • Create, update, and maintain a comprehensive knowledge base (FAQs, tutorials, and guides) to empower users to resolve minor issues independently.
      • Develop and host user training webinars and tutorials, focusing on common platform usage, such as how to submit an ad, renew expired ads, or manage payment settings.
    • Communication of Platform Updates:
      • Ensure that users are informed of new platform updates, features, or changes that may affect their experience.
      • Create and distribute user-friendly communication (newsletters, updates, etc.) to keep users engaged and informed.

    3. Collaboration with Other Teams:

    • Coordination with Technical and Development Teams:
      • Collaborate with the technical support and development teams to resolve more complex issues that require backend intervention.
      • Participate in regular meetings with these teams to identify recurring technical problems and offer potential solutions.
    • Collaboration with Marketing and SCMR Teams:
      • Work closely with the marketing team under SayPro Marketing Royalty SCMR to ensure user feedback is considered in advertising strategies and campaigns.
      • Assist in understanding user pain points and crafting targeted marketing and support strategies based on real-time user input.

    4. Reporting and Documentation:

    • User Support Metrics:
      • Regularly track and report on key performance indicators (KPIs) for user support, including response times, issue resolution times, and user satisfaction levels.
      • Analyze support trends and document issues to identify recurring problems and work with the technical team to resolve them.
    • Support Reports for Monthly and Quarterly Reviews:
      • Prepare comprehensive reports on user support activity, highlighting areas of success and those requiring attention for the SayPro Monthly January SCMR-5 and SayPro Quarterly Classified User Support and Help Management reviews.
      • Present findings and make recommendations for improving user support services to the SayPro Classified Office and marketing teams.

    5. Customer Relationship Management:

    • Building Long-Term Relationships:
      • Strive to build and maintain positive, long-term relationships with users, providing them with the best possible support experience.
      • Proactively reach out to users with offers of help, ensuring their experience is smooth and trouble-free, and encouraging ongoing engagement with the platform.
    • Support Community Engagement:
      • Create and manage a community of users who can share tips, best practices, and help each other solve problems.
      • Encourage a user-driven knowledge exchange, helping the support system scale with the growing user base.

    6. Continuous Improvement:

    • Identify and Implement Improvements:
      • Regularly evaluate the efficiency of the existing support processes and recommend updates or modifications to enhance user satisfaction.
      • Keep up to date with industry trends and new technologies that could improve the user support experience for SayPro Classified users.
      • Suggest innovations to enhance the SayPro Classified platform, working with both the technical and marketing teams to refine the user interface, help guides, and overall user experience.

    Required Skills & Qualifications:

    • Experience:
      • Minimum 2 years in customer service, user support, or a related field, ideally with experience in a classified ad or digital platform environment.
    • Skills:
      • Excellent communication skills, both written and verbal.
      • Strong problem-solving skills with the ability to handle complex issues.
      • Familiarity with CRM tools, support ticketing systems, and knowledge base management.
      • Knowledge of the SayPro Classified platform (or similar platforms) is a plus.
      • Technical aptitude to understand common platform issues and work with development teams.
      • Ability to analyze data and identify trends to improve the user support system.
    • Education:
      • A degree or diploma in a relevant field such as Communications, IT, Marketing, or Business Administration is preferred but not essential.

    Working Conditions:

    • Full-time position with flexible working hours based on the needs of the team and user support demand.
    • Availability during weekends or holidays may be required for urgent user issues.
    • Work remotely or in an office, depending on the location and team requirements.

    Why Join Us:

    • Be part of a dynamic, fast-growing company that values innovation and user-centric support.
    • Play a key role in shaping the user experience for SayPro Classifieds, improving and expanding the support system for a wide range of users.
    • Work in a collaborative environment with opportunities for career development and growth.

    This role is essential for ensuring that SayPro Classified users have a seamless experience with our platform, contributing to the platform’s overall success through dedicated user support and continuous improvements.

  • SayPro Job Description: SayPro Classified User Support and Help Management

    SayPro Job Description: SayPro Classified User Support and Help Management

    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
    SayPro Marketing Royalty SCMR

    Reports To:
    SayPro Marketing and Customer Service Manager

    Position Overview:
    The SayPro Classified User Support and Help Management position is responsible for providing technical support and customer assistance for users of the SayPro Classified platform. This role involves troubleshooting user issues, managing customer inquiries, and ensuring seamless user experience. The individual will work in alignment with the monthly and quarterly targets as outlined by SayPro Monthly January SCMR-5 and SayPro Quarterly Classified User Support and Help Management. This is a critical role that bridges the gap between user experience and platform optimization.

    Key Responsibilities:

    1. User Support & Assistance:

    • Assist with Troubleshooting: Provide effective support by diagnosing and resolving user issues related to classified features, including payment issues, technical problems, and any functionality problems users may encounter.
    • Direct Problem Resolution: Act as a first point of contact for users experiencing difficulties with the platform. This includes responding to emails, phone calls, and live chat inquiries related to user-reported issues, particularly issues regarding user accounts, advertisements, payment processes, and navigation.
    • Track User Issues: Maintain detailed logs of user issues, identifying recurring problems or system failures that require attention. Report trends and patterns to relevant departments to facilitate improvements in the platform.
    • Provide Clear Instructions: Guide users step-by-step to help them resolve issues independently, ensuring clarity and ease of understanding. This may involve creating user-friendly guides, FAQs, or tutorial content to preemptively address common queries.
    • Follow-Up and Resolution: After providing support, follow up with users to ensure their issues have been satisfactorily resolved. If a case requires further escalation, refer it to the appropriate technical team and ensure timely resolution.

    2. Technical Assistance for Classified Features:

    • Technical Support on Classified Features: Provide ongoing assistance with features such as ad posting, payment gateways, account settings, and user profiles. Ensure that users are able to effectively utilize the classified functionalities.
    • Payment Support: Troubleshoot and assist users with payment-related issues, such as failed transactions, incorrect billing, or any payment discrepancies. Ensure that payment issues are handled in a timely manner and provide clear instructions on resolving them.
    • System Troubleshooting: Resolve system-related issues (e.g., platform glitches, errors in ad display, posting delays). Coordinate with the technical team to escalate and resolve technical problems that cannot be solved at the user level.

    3. User Documentation & Knowledge Management:

    • Knowledge Base Contributions: Assist in the creation and maintenance of a comprehensive user manual or help guide for the SayPro Classified platform. This includes providing clear solutions for common issues and incorporating feedback from users to improve content.
    • Educational Content Creation: Develop and update resources, such as step-by-step guides, video tutorials, and FAQs, to help users better understand the classified platform and avoid issues.

    4. Customer Feedback & Relationship Management:

    • Customer Feedback Collection: Actively gather feedback from users to identify opportunities for platform improvement, customer experience enhancements, and new features. Ensure that feedback is properly documented and shared with the relevant teams for review.
    • Relationship Building: Foster positive relationships with users by providing timely and helpful support. Ensure a high level of customer satisfaction, particularly for users encountering repeated or complex issues.

    5. Reporting & Performance Tracking:

    • Monthly and Quarterly Reporting: Track and report on user support trends, issue resolution times, and satisfaction metrics in line with SayPro Monthly January SCMR-5 and SayPro Quarterly Classified User Support and Help Management goals.
    • Performance Analysis: Analyze performance data from user interactions to identify areas of improvement, ensuring the team remains aligned with the company’s goals and key performance indicators (KPIs).

    6. Collaboration & Team Support:

    • Collaboration with Teams: Work closely with the technical and product development teams to communicate recurring user issues and contribute insights for system improvements. Collaborate with the marketing team to ensure users are aware of the latest features and updates.
    • Cross-Functional Support: Assist with cross-functional teams, ensuring that user queries are answered promptly and in the context of marketing, platform development, and business operations.

    Qualifications:

    • Education & Experience:
      • Bachelor’s degree in a relevant field (e.g., Information Technology, Customer Service, Marketing, Business Administration).
      • Previous experience in a customer support or help desk role, preferably within a tech or digital platform environment.
      • Familiarity with online classified systems and payment gateways is a plus.
    • Skills & Competencies:
      • Strong troubleshooting skills with a keen eye for detail and problem-solving.
      • Excellent written and verbal communication skills, with the ability to explain technical information in simple terms.
      • Ability to manage multiple user issues concurrently, prioritize tasks, and maintain professionalism under pressure.
      • Strong organizational skills with attention to detail in documenting and tracking user issues.
      • Proficiency with common office software and tools, including CRM systems, live chat software, and help desk management systems.
    • Personal Attributes:
      • Customer-oriented, with a passion for providing exceptional service.
      • Adaptable to a fast-paced work environment, willing to learn and stay updated with platform changes and features.
      • Proactive in identifying and addressing issues before they become widespread problems.

    Working Conditions:

    • Work Hours: Full-time position, with potential for flexible working hours or shift work depending on user demand.
    • Location: Position can be remote or based in the SayPro Classified Office.
    • Reporting Structure: The position reports directly to the SayPro Marketing and Customer Service Manager.

    This job description outlines the key responsibilities and qualifications for the SayPro Classified User Support and Help Management role. It is designed to ensure that users receive excellent service, promoting a smooth and seamless experience on the SayPro Classified platform.