CS SOP & Process Analyst (Shopee)

About the Role

• Stakeholder & Information Management: Proactively collaborate with internal teams (Logistics, BD, Marketing) to gather insights on new features or policies and assess their impact across 100+ agents.
• Process Design & Risk Assessment: Map out end-to-end workflows and SOPs for new changes, while proactively identifying potential negative impacts to ensure a seamless experience for customers and agents.
• Knowledge Asset Ownership: Ensure all changes are consistently reflected across all platforms, including the Agent Knowledge Base (SmartKB), Help Center (FAQs), and Chatbot systems.
• Change Management & Execution: Execute effective rollout plans and recovery strategies for ad-hoc issues, ensuring agents can access, understand, and comply with new processes under tight deadlines.
• Performance Validation & Optimization: Validate the effectiveness of SOPs through data analysis (CSAT, Deflection Rate) and "on-the-ground" observations to drive continuous process improvements.

Qualifications

• Bachelor’s degree in a related field with 1 years of experience in E-commerce, Process Improvement or Fresh Grads
• Proven ability to map workflows, define SLAs, and translate complex ideas into simplified SOPs or self-service knowledge content.
• Excellent command of Thai and English (written/verbal) with the ability to present information clearly and coordinate independently with cross-functional teams.
• Possess a "Business Owner Mindset" with meticulous attention to detail, capable of prioritizing tasks and managing change under tight deadlines.
• Familiarity with Customer Service platforms (CRM), Knowledge Base systems, and Chatbot technology is a plus.

Skills

• Data analysis (CSAT, Deflection Rate) to validate SOPs and drive continuous improvement.
• Experience with Customer Service platforms (CRM), Knowledge Base systems (SmartKB) and Chatbot technology.
• Workflow mapping, SOP creation and SLA definition.
• Cross-functional coordination and stakeholder management.