User Education Writer

1 week ago

Singapore Shopee Full time

DepartmentOperations- LevelEntry Level- 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.

**About the Team**:

- The User Education team from the Regional Operations department drives knowledge acquisition for Shopee’s users. Our writers are effective communicators, translating technical jargon into simple self-help content so that buyers and sellers can navigate Shopee’s platform with ease and stay updated with the latest changes.- Oversee the end-to-end creation process, which includes brief clarification and timeline alignment with stakeholders, drafting, creation of visual assets and coordinating localisation
- Craft self-help content and communication materials for buyers and sellers, including articles, landing pages, push notifications, user guide decks, video storyboards, social media posts etc.
- Create visual assets such as step-by-step GIFs, infographics, landing pages and banners
- Liaise with stakeholders across various functions, such as business owners and product managers, in order to understand in detail how features/policies work before writing
- Review User Interface (UI) copy to ensure conciseness and clarity, optimising user experience
- Drive content localisation efforts across regions and maintain clear, consistent documentation of status/progress
- Upkeep the regional content repository and relevant documentation to ensure information is up-to-date
- Analyse content performance and user feedback to identify content gaps and pain points of our users
- Conduct competitor research to identify areas of improvement for our content and platform

**Requirements**:

- Bachelor’s degree in English, Communications or equivalent practical experience in content writing, instructional design, digital media with strong writing portfolio
- Knowledge of Adobe Illustrator and Photoshop with a design portfolio showcasing past work. Familiarity with other design software is a plus
- Excellent command of the English language with good writing skills and attention to detail
- Ability to create simple and concise education material from technical jargon and user flows
- Strong communication skills to articulate questions and solutions to stakeholders
- Committed to delivering high quality work in a fast-paced and collaborative environment

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