CS SOP & Process Excellence (SPX Express)

About the Role

Work within the Customer Service team to own and maintain SOPs and drive process improvements for frontline operations.

Responsibilities

• Own and maintain CS SOPs, ensuring all processes are up-to-date, accurate, and aligned with current business rules and policies
• Simplify complex workflows into clear, user-friendly SOPs, decision trees, and agent guidelines to improve resolution consistency
• Collaborate with cross-functional stakeholders (Ops, QA, Training, Shopee E-Commerce) to gather requirements and ensure SOP alignment with system and policy changes
• Conduct regular SOP audits to identify gaps, inconsistencies, or outdated content, and proactively drive improvements
• Analyze agents’ performance to identify process gaps and recommend SOP enhancements
• Support rollout of new initiatives by developing SOPs, playbooks, and communication materials for frontline teams
• Act as a subject matter expert on CS processes, supporting agents and stakeholders with clarifications and edge-case handling
• Support automation or tooling initiatives (e.g., knowledge base, chatbot flows, internal tools) to reduce manual dependency on SOPs

Qualifications

• Bachelor’s degree in Business, Operations, or related fields
• 2–4 years of experience in Customer Service, Operations, QA, SOP management, or Process Improvement
• Strong ability to simplify complex processes into clear, structured documentation
• Experience in SOP creation, knowledge base management, or process design is highly preferred
• Analytical mindset with ability to interpret data and translate insights into process improvements