Content Writer

Responsibilities Content Creation & Optimization - Write and edit concise chatbot messages for editorial readers, campaign audiences and customer interactions, using a local Malaysian tone and appropriate Manglish where it improves clarity. - Design clear response variations and fallback paths so conversations resolve quickly and feel natural. - Maintain and update knowledge artifacts, FAQs and canned replies for consistent messaging across channels. Analytics & Quality - Monitor intent accuracy, resolution rates and user satisfaction, and turn those metrics into prioritized content fixes. - Run small A/B tests or iteration cycles to validate copy changes and measure lift in key metrics. - Proofread and QA every published flow to keep grammar, facts and formatting at a high standard. Cross-functional Delivery - Work closely with developers, product owners and support to translate content issues into technical updates or improved intent models. - Map user journeys and decision trees to expose gaps and propose concrete content or UX changes. - Own end-to-end conversation changes from log analysis to deployed responses, and document impact. Requirements Qualifications & Experience - 1 to 3 years experience in Content Writing, UX Writing, Technical Writing, Customer Support Content, or Knowledge Base Management. - Proven track record of owning content work across a full cycle, from analysis through deployment and measurement. - Portfolio or examples that show improved conversational flows, FAQs or chat scripts preferred. Hard Skills & Knowledge - Ability to map user journeys, decision trees, FAQs or step-by-step logic clearly and simply. - Experience reviewing chat logs, user feedback or analytics to identify errors and guide content fixes. - Familiarity with chatbot platforms such as Dialogflow, ManyChat or Zendesk, plus common CMS tools and spreadsheet management. Soft Skills & Qualities - High proficiency in English and informal Malay, with comfort writing in Manglish and local slang to match messy user inputs. - Strong attention to detail and excellent proofreading skills to keep copy accurate and polished. - Good communicator who can run cross-team reviews and explain content changes in plain terms. - Curious and data-aware: you use metrics to prioritise work and can present simple test results to stakeholders.