Job Description:

  • Complete understanding of all Shopee training topics including topics related to Shopee policies, Shopee platform and tools, standard operating procedures, service performance KPIs
  • Analyze service agents' and leaders' competency gaps base on KPI data and behavior patterns to formulate essential training curricula to cultivate their competencies/address deficits for short/middle/long terms
  • Develop best practices for learning solutions/corrective actions that enable business outcomes/desired user experience
  • Create and manage learning content including interactive user guides, video tutorials, FAQs, and other instructional materials
  • Deliver, or prepare a team of Subject-Matter Experts to deliver, learning solutions/training courses to land concepts and build practical application for service agent, quality analyst, and team leaders (online & offline)
  • Design post-training test/verification methods and processes to verify and drive maximum knowledge gained
  • Use data and metrics to measure, observe, and report learning effectiveness and ensure real-work application
  • Keep track on training progress and ensure the trainings is conducted as planned and provide reports for stakeholders
  • Collect feedback from audiences in order to continuously improve learning solution, delivery methods and materials
  • Keep Up-to-date with Instructional Design methods and frameworks in designing and developing educational and training programs
  • Lead Train-the-Trainer sessions as a master trainer for key programs


  • Bachelor’s degree required, in adult education or organization development is a plus
  • At least 3 years of hands-on learning & development experience in e-commerce
  • Passionate about people development and giving people those ‘light bulb’ moments
  • Proven organisational development skills & proven experience in facilitation & training delivery
  • Proven practical knowledge of facilitation, coaching methodologies, instructional systems design (ISD) frameworks, adult training methodologies and service soft skills knowledge
  • Excellent analytical skills and experience in identifying improvement opportunities, generating ideas, and implementing learning solutions from data
  • Ability to customize and design training courses to suit audience group and fulfill expected outcome of training
  • Learn fast, act fast with strong attention to detail and accuracy
  • Good communication and can convey messages expressively and clearly
  • Have great stage presence and can handle the most difficult of training situations
  • Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide
  • Resilience to work under tight deadlines and under pressure
  • Ability to take responsibility with minimum supervision, work collaboratively and drive continuous improvement
  • High level of discretion, confidentiality, and ethics
  • Be a team player and be able to operate effectively in a fast-paced and multicultural environment.
  • Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
  • Demonstrated ability to prioritize, organize, and facilitate effectively to manage multiple projects to meet tight deadlines.
  • Excellent command of the Thai language, both written and spoken

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