Shopee (Thailand) Co., Ltd.
Project & Data Management (Chatbot and Operations) (SPX Express)
atShopee (Thailand) Co., Ltd.The 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:
Job Description:
- Chatbot Strategy & Optimization: Lead the end-to-end management of chatbot flows, including intent mapping, content updates, run testing and logic improvements
- Process Automation: Identify trends, inefficiencies, and experience gaps impacting customer satisfaction or agent workload into actionable improvements
- Data Analysis & Insights: Conduct deep-dive analysis on chatbot performance (e.g., fallback rates, resolution rates, and CSAT) to identify pain points and areas for automation
- Project Coordination: Lead cross-functional initiatives between Product, BI, and CS teams to implement new bot features or operational tools
- Reporting & Visualization: Build and maintain dashboards to track KPI and provide regular progress and insight reports
- Act as a data and process matter support for chatbot and related initiatives
Requirements:
- Bachelor’s degree in Business, Operations, or related fields
- Minimum 2–4 years of experience in operations, data analysis, or project management (Chatbot or CRM is a huge plus)
- Strong skills in GSheet/Excel and SQL
- Familiarity with chatbot and customer journey concepts is a strong plus
- Excellent communication and stakeholder management skills, both in Thai and English
- Proactive, detail-oriented, and able to work independently in a fast-paced environment
Experience required
- 2 years
Salary
- Negotiable
Job function
- Analyst
- Customer Service
Job type
- Full-time
Company overview
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
