Knowledge Base & Chatbot Specialist - MY Marketplace

Responsibilities

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

• Monitor key metrics:

• 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.