AI Seller Bot Operations & Knowledge Base Lead

SHOPEE SINGAPORE PRIVATE LIMITED; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Shopee Singapore Private Limited is seeking a BD Performance Management professional to manage and optimise the Seller Bot Knowledge Base and Education Hub. You will monitor bot performance, drive knowledge improvements and ensure content aligns with evolving seller needs and policies.

The role involves QA for new bot features, coordinating with Product and regional teams, and delivering data-driven enhancements to seller experience and operational efficiency.

Qualifications

• Experience managing chatbot knowledge bases, content management systems, AI-powered platforms, or digital solutions.
• Strong attention to detail and ability to work with data and KPIs.
• Proactive, quick learner, and able to thrive in a fast-paced environment.

Responsibilities

• Manage and maintain the Seller Bot Knowledge Base (KB) and Seller Education Hub (SEH) content to ensure information shared remains accurate, relevant, and aligned with evolving business priorities, operational processes, and seller needs. Drive quality and effectiveness of Seller Bot by optimising bot responses with accurate and consistent knowledge while aligning it with the latest business policies and seller behaviour.
• Proactively monitor bot performance, identify knowledge gaps, and recommend data-driven improvements to enhance seller experience and operational efficiency.
• Support UAT and quality assurance for new bot features, content releases, and AI enhancements, ensuring solutions meet business expectations and are production-ready.
• Gather and analyse feedback from sellers and Relationship Managers (RMs) to develop constructive plans for product and knowledge enhancements.
• Collaborate with Product, Regional, and cross-functional teams to support bot operations, issue resolution, knowledge governance, content localisation and continuous improvements.
• Undertake additional responsibilities and initiatives as assigned by the reporting manager in support of team priorities.

Skills

Chatbot knowledge bases

Content management

AI-powered platforms

Data-driven improvements

Excel/Sheets/PowerPoint

Job description

Shopee Singapore Private Limited is seeking a BD Performance Management professional to manage and optimise the Seller Bot Knowledge Base and Education Hub. You will monitor bot performance, drive knowledge improvements and ensure content aligns with evolving seller needs and policies.

The role involves QA for new bot features, coordinating with Product and regional teams, and delivering data-driven enhancements to seller experience and operational efficiency.