User Success

2 weeks ago

Singapore Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationSingaporeThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.

**About the Team**:

- The User Success team from the Regional Operations department drives knowledge acquisition for Shopee’s users. User Success writers are effective communicators, translating technical jargon into simple self-help content so that buyers, sellers, and staff can navigate Shopee’s platform with ease.- Craft/proofread self-help content for buyers and sellers, including articles, landing pages, electronic direct mails (EDMs), presentation decks, video storyboards, courseware etc.
- Organise and create effective training material for customer-facing staff to improve overall user experience
- Sharpen user policy documents to ensure accuracy and avoid misinterpretations
- Review User Interface language for phrasing and errors, optimising users’ experience
- Monitor and analyse content performance
- Conduct competitor research to enhance content quality
- Oversee the content production process by liaising with partners such as product managers, local writers, and graphic designers

**Requirements**:

- Excellent command of the English language with good writing skills and attention to detail
- Ability to create simple and concise education material from jargon, data, and technical diagrams
- Committed to delivering high quality work in a fast-paced and collaborative environment
- Experience in customer success, instructional writing, and/or staff training is a big plus
- Experience with Articulate 360 is a plus

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