Technical Content Writer - Operations, My Marketplace

Job Description: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).Requirements:Bachelor's degree or equivalent is required2-4 years of experience as a copywriter or content writerExcellent communication skills, written and verbal in both Bahasa Melayu and EnglishHighly preferable to having social media handle portfolioStrong attention to detail and accuracyFlexible approach and willingness to adapt ideas to the needs of the briefsTeam player with strong interpersonal skillsAble to work under pressure and deliver within tight timelines when required