Job Description:
1. Article Creation & Establishment
- Collaborate with Shopee's functional teams to create, standardize, and publish knowledge base articles.
- Ensure 100% article coverage in dual languages across all reason codes.
- Structure content to be agent readable and chatbot friendly (intent-based, structured responses, decision trees).
2. SOP Development & Intelligent Automation
- Develop and implement SOP flows, macros, and AI-assisted workflows for article management.
- Integrate SOPs into chatbot decision trees and conversational flows.
- Design dynamic response frameworks to support both human agents and Chatbot.
3. Content Maintenance & Optimization
- Maintain and continuously improve knowledge base articles to reflect evolving business processes.
- Optimize articles for:
Chatbot training datasets.
Chatbot search relevance (keywords, intent matching).
- Ensure content supports self-service resolution via chatbot and help center.
4. AI & Chatbot Enablement
- Collaborate with Chatbot teams to:
Train chatbot using knowledge base content.
Improve intent recognition accuracy and response quality.
- Identify gaps where chatbot fails and propose new intents, flows, or content enhancements.
5. Review, Audit & Performance Assessment
- Conduct monthly and quarterly reviews to evaluate article relevance and effectiveness.
- Perform AI performance audits:
Chatbot accuracy.
Knowledge retrieval success rate.
- Ensure continuous alignment between human SOPs and chatbot responses.
6. User Traffic & Behavior Analysis
- Analyze user journeys across:
Help Center.
Chatbot interactions.
Agent escalations.
- Identify drop-off points, repeated queries, and automation opportunities.
- Use insights to improve self-service rate and reduce contact rate.
7. Knowledgebase Analytics & Continuous Improvement
Overall CSAT Performance.
SOPA, Scripting, Process Flow of Agent Feedbacks.
- Leverage other data to recommend chatbot and agent enhancements, automation opportunities, and content gaps.
8. Interface, Search & Algorithm Optimization
- Work with product/tech teams to:
Optimize knowledgebase search algorithms.
Improve AI-driven recommendation systems.
- Ensure knowledgebase UI/UX supports efficient self-service and chatbot integration.
9. End-to-End User Journey Design
- Design and implement seamless customer journeys across:
Help Center/Seller Center Chatbot Live Agent
- Ensure consistent responses across all touchpoints (chatbot & human).
10. SOPA (AI Assistance) Performance Analysis
- Analyze agent performance pre-and post-SOPA implementation.
- Measure impact of:
Chatbot suggestions.
Smart replies.
- Drive improvements in agent productivity, resolution time, and CSAT.
Requirements:
- Minimum 2 years of experience in Knowledge Base Management, Content Operations, Customer Experience, or similar roles.
- Strong proficiency in English (written and verbal) Bahasa Melayu required, Mandarin is an added advantage.
- Proven experience in SOP documentation, knowledge base structuring, and content standardization.
- Hands-on experience with chatbot platforms, AI concepts (intent mapping, training data), or automation tools.
- Strong analytical skills with the ability to interpret KB metrics, chatbot performance, and user behavior data.
- Experience in content validation, governance, and quality assurance processes.
- Ability to design and optimize end-to-end customer journeys (Help Center Chatbot Agent).
- Strong attention to detail with a high level of accuracy in content creation and maintenance.
- Excellent communication and stakeholder management skills, with the ability to work cross-functionally.
- Ability to identify gaps and drive continuous improvement in content, automation, and user experience.
- Strong problem-solving mindset with the ability to work independently and take ownership.
- Adaptable and comfortable working in a fast-paced, evolving environment.
- Capable of handling multiple priorities and delivering within tight timelines.
