Chatbot Lead, Customer Service


Manila, Philippines


Oct 13

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. Browse our Operations team openings to see how you can make an impact with us.

Job Description:

  • Manage team to increase effectiveness of Shopee PH chatbot tool
  • Ensure productivity and manage quality assurance of training
  • Develop and manage end to end models and tools, liaise with different functions, identify top contact drivers and mitigate contacts to Live agent by utilizing available Chatbot tools
  • Actively benchmark competitors and propose new available technology /models for better user experience and/or efficiency
  • Analyse performance, test, learn and iterate chatbot models, and end user feedback
  • Review and present performance to stakeholders and work on improvements


  • At least 2 years of relevant work experience in business intelligence, business data analysis, comparable experience in other data-drive environment
  • Passion for innovation in customer service using digital and non-traditional methods
  • Experience of acting under own initiative to ensure projects stay on-track and on-budget
  • Articulate and empathetic in all types of communication, able to handle bad news and to rectify complex situations
  • Highly proficient in Excel and hands-on experience with large amounts of data using SQL
  • Strong Presentation Skills
  • Experience in e-commerce or the internet industry
  • Experience on chatbot and/or any NLP solutions is a plus
  • Attention to details

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