The Roundtable on Sustainable Palm Oil (RSPO) is a global partnership to make palm oil sustainable. Today, the RSPO is a global, non-profit organisation with over 6,000 voluntary members across 104 countries and territories, representing every link in the supply chain: oil palm producers, palm oil processors and traders, consumer goods manufacturers, retailers, banks and investors, environmental or nature conservation non-governmental organisations (NGOs), and social or developmental NGOs.
At RSPO, we believe that our success is built by the passion, dedication, skills, and expertise of our people. They are the ones who drive our organisation to new heights and guide us through the next phase of our development.
This position will assist in managing RSPO’s Helpdesk operations for the prisma platform. Act as 2nd-level support, monitor SLA adherence, and help maintain quality support services across region of Latin America and North America.
The location of this role is Bogota, Colombia.
KEY ROLES & RESPONSIBILITIES
Duties include but will not be limited to the following:
- Support the Helpdesk Manager in the supervision and coordination of frontline Senior Executive based in LaTAM.
- Act as second-level escalation point for more technical or policy-based queries that cannot be resolved at first contact at LaTAM & NA region.
- Oversee quality assurance processes, including ticket reviews, feedback audits, and SLA adherence reporting.
- Coordinate onboarding, documentation, and training for new Helpdesk staff or contractors, including maintenance of SOPs and workflows.
- Liaise regularly with internal departments (Business Process Owners) for standardised interpretation of certification, traceability, and trade-related rules.
- Assist in generating weekly or monthly Helpdesk reports to management highlighting key trends, issues, or user pain points.
THE SUCCESSFUL APPLICANT
Education
- Any Degree qualified
Experience
- More than 5 years in helpdesk or IT support, including 2 years in a supervisory role.
Technical and Professional Knowledge
- Good knowledge of helpdesk operations and ticket handling procedures.
- Familiarity with multilingual service support and RSPO system workflows.
- Proficient in analysing Helpdesk trends and identifying opportunities for improvement.
- Intermediate experience in Zendesk or equivalent CRM/helpdesk platforms.
- Comfortable coordinating across departments and handling escalations.
- Proficiency in English is required; ability to communicate fluently in additional RSPO working languages (e.g, Spanish) is highly desirable.
ESSENTIAL SKILLS
- Team leadership and performance management
- Global helpdesk coordination
- Communication and stakeholder management
- Technical troubleshooting and system navigation
- Multilingual support strategy
- Knowledge base and SOP development
- Data analysis and reporting
HOW TO APPLY
Qualified applicants are invited to send in their updated CV giving comprehensive details of educational background, work experience, and related achievements to [email protected]. Please state “Job Application – Assistant Manager, Helpdesk prisma (Americas)” in your email subject line.
**RSPO is an equal opportunity employer. Due to the volume of applications received, only shortlisted candidates will be notified.
