Job Description

Help shape the lines millions of people read when they chat with AI. Working with us at XCalibur Digital Sdn Bhd (Part of Times Media Sdn Bhd), you will write and optimise chatbot content that supports editorial readers, campaign audiences and customer interactions across our media and marketing channels. We care about clear logic, accurate facts and a local tone that feels natural to Malaysian users.

Your Growth & Impact

• Accelerate your product skills by owning end-to-end conversation cycles, from log analysis to deployed responses, and learn practical testing methods that move metrics.
• Expand your language craft by decoding informal Malay and Manglish inputs, then writing culturally relevant responses that improve user engagement.
• Lead cross-functional reviews with developers and product owners to translate content issues into technical fixes and better intent models.
• Strengthen your data literacy by monitoring resolution rates, intent accuracy and user satisfaction, and using results to prioritise content work.
• Showcase measurable impact by building a portfolio of optimised flows and knowledge artifacts that demonstrate clear improvements in conversational performance.

Job Requirements

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 for the team at XCalibur Digital Sdn Bhd (Part of Times Media Sdn Bhd).

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.

Skills