Senior Associate, Chatbot Operations & Optimization - SPX Express

Shopee

Ho Chi Minh, Vietnam

2-4 Years

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Posted 21 hours ago
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Job Description

Job Description:

Monitor chatbot operational performance and ensure stable day-to-day operations.
Track and analyze key chatbot metrics, including Automation Rate, Deflection Rate, Failed Intent Rate, CSAT, and Response Quality.
Identify trends, gaps, and root causes from chatbot failures, customer feedback, and escalation cases propose improvement actions.
Optimize chatbot conversation flows, intents, and knowledge content to improve customer experience and reduce unnecessary live-agent contacts.
Maintain and continuously enhance chatbot FAQs, Knowledge Base, and operational content to ensure accuracy and consistency.
Support chatbot configuration, logic setup, testing, validation, and release readiness for new features, processes, and policy updates.
Coordinate with Operations, Product, Tech, QA, and Regional teams to investigate issues, drive improvements, and support chatbot enhancements.
Conduct UAT, post-release monitoring, and performance reviews to ensure chatbot quality and stability.
Prepare regular performance reports, operational insights, and recommendations for stakeholders.
Support chatbot governance, documentation, SOP maintenance, and process standardization.
Participate in chatbot optimization projects and other initiatives assigned by management.

Requirements:

Minimum 2â€4 years of experience in Customer Service, Operations, Quality Assurance, Process Improvement, System Operations, or related functions.
Experience working with chatbot platforms, automation tools, CRM/ticketing systems, or digital customer support channels is preferred.
Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
Good understanding of operational processes, customer journeys, and service performance metrics.
Proficient in Google Sheets/Excel experience with reporting and dashboard tools is an advantage.
Basic understanding of chatbot workflows, automation logic, APIs, and system integrations is preferred.
Strong stakeholder management and cross-functional collaboration skills.
Self-driven, detail-oriented, and able to work independently in a fast-paced environment.
Strong written and verbal English communication skills are required due to frequent collaboration with Regional teams.

More Info

Job Type:

Permanent Job

Industry:

Internet /E-commerce

Function:

Customer Service Operations

Employment Type:

Full time

About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 148668201

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Last Updated: 03-06-2026 06:40:32 PM

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