Technical Content Writer - Operations, MY Marketplace

• Collaborate with Shopee functional teams to create and establish new article requests.
• Ensure 100% article establishment in dual languages across all reason codes.
• Implement SOP flows and macros for articles.
• Maintain and amend existing articles to align with internal business and process changes.
• Continuously update and improve Help Center articles to enhance user support.
• Conduct monthly/quarterly reviews to assess the relevance of active articles in the knowledge base.
• Analyze user traffic patterns and gather feedback for continuous improvement.
• Analyze deflection rates recorded in the Help Center and identify opportunities for enhancement.
• Ensure the Help Center interface and algorithm setup align with operational needs.
• Implement end-to-end journey establishment to improve the overall user experience.
• Conduct quarterly reviews to benchmark Shopee against other high-traffic platforms, identifying areas for improvement.
• Analyze the performance of agents before and after the implementation of SOPA (Standard Operating Procedure Assistance).

• Bachelor's degree or equivalent is required
• 2-4 years of experience as a copywriter or content writer
• Excellent communication skills, written and verbal in both Bahasa Melayu and English
• Highly preferable to having social media handle portfolio
• Strong attention to detail and accuracy
• Flexible approach and willingness to adapt ideas to the needs of the briefs
• Team player with strong interpersonal skills
• Able to work under pressure and deliver within tight timelines when required

Shopee