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Conduct regular SOP audits to identify gaps, inconsistencies, or outdated content, and proactively drive improvements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
Requirements
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
