SHU HAN CHAN

Bilingual content professional with TOPIK Level 6 and TOEIC 890, experienced in SaaS customer support, Knowledge Base management, FAQs, SOPs, and multilingual localization. Skilled at transforming technical product information and user pain points into clear, user-friendly documentation and content improvements.

FAQ& Content management

During my time in customer support, I was responsible for maintaining and optimizing product Knowledge Base articles, instructional guides, and FAQs. For third-party payment gateway integration, I proactively clarified the application process, review criteria, and common rejection reasons with the payment service provider, while collecting user questions and pain points from the setup process.

I then restructured the guide and FAQs by turning scattered, technical information into clear, user-oriented instructions. As a result, around 80% of customers were able to complete payment gateway application and setup within 1–2 weeks, compared with the previous average of 2–3 weeks. This helped shorten onboarding time, reduce repetitive inquiries, and improve the overall product experience.

Chinese-Korean Document Management and Cross-Language Translation
During my time as a QA specialist at Coupang, I participated in SOP development, bilingual document management, and cross-language content adaptation. I helped integrate and update Chinese and Korean SOPs to ensure consistency across both versions, and translated SOPs and guidelines from the Korean branch into Traditional Chinese to support the establishment of standardized workflows for the Taiwan team. Through real-time SOP tracking, cross-functional communication, and accuracy management, I developed the ability to transform complex operational standards into clear, consistent, and practical documentation.

User understanding / product communication
As a Customer Relationship Manager and Customer Support Specialist at a CRM SaaS company, I supported nearly 200 customer onboarding projects and provided system usage and troubleshooting support to nearly 400 customers. These frontline experiences strengthened my understanding of user needs, common pain points, and operational challenges. I also regularly organized customer feedback and frequently asked questions, and provided product and engineering teams with suggestions to improve UI copy, system messages, and process instructions, helping reduce user confusion, improve product experience, and decrease repetitive support inquiries.