Customer Experience Associate

Location: Kuala Lumpur, Malaysia

Role: CX Associate (Insights Team)

Department: Customer Experience (CX)

About Respond.io

Founded in Hong Kong in early 2017, respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.

Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io enables fast-growing companies around the world to capture, convert, and retain customers at scale.

We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!

Our Culture

At respond.io, we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for:

• Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
• The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
• 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
• Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
• Own It and Support Each Other: We step up, help out, and drive outcomes—together.
• Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team!

Role Description

We’re looking for a CX Associate to join our Customer Insights team — the team that collects customer feedback and turns it into clear findings the company acts on.

You’ll be the engine behind our customer feedback loop: you investigate customer feedback signals, track issues, and turn raw findings into clear reports the team can act on. Over time, you’ll take on customer interviews and help us find customer insights early, so they guide product and go-to-market decisions.

The ideal candidate writes clearly, works well with both qualitative and quantitative data, and takes ownership of their work.

Responsibilities

• Investigate customer feedback signals to find root causes and spot recurring patterns.
• Write up findings into structured reports for internal teams.
• Present insights to other teams in a clear, visual way.
• Monitor feedback channels and escalate issues when needed.
• Recruit customers for interviews, schedule sessions, and prepare background context for whoever is running the call. Write up findings after each session.
• Keep the insights repository organized.
• Over time: run customer interviews end-to-end and quickly share what customers tell us with other teams so they can act on it.

Qualifications

• 1 to 2 years in CX, customer support, or a similar role. Fresh graduates are welcome to apply, especially with internship or project experience in a customer-facing or research role.
• Comfortable working across qualitative and quantitative data to spot trends.
• Writes clearly and structures information well.
• Owns tasks from start to finish and tells the team early when something is at risk.
• Brings a suggested next step when raising a problem, not just the problem.
• Comfortable with presentations and tools like Notion and spreadsheets.

Nice to have:

• Experience in a SaaS or B2B environment.
• Experience running or supporting customer interviews.
• Worked with tools like Notion, Vitally, Claude, or Slack.

What's in it for you

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• You'll receive a mental health allowance to support your health and wellness needs.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.