Customer Experience Associate

Respond.io; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Benefits offered by this job

Mental health allowance

Flexible working hours

Virtual team events

Job summary

Respond.io is looking for a CX Associate to join their Customer Insights team in Kuala Lumpur. The role involves investigating customer feedback, reporting insights, and conducting customer interviews to guide product decisions.

The ideal candidate has 1-2 years of experience, writes clearly, and has a knack for working with both qualitative and quantitative data. Enjoy a competitive compensation package and a flexible work environment.

Qualifications

• 1 to 2 years of experience in customer experience or support.
• Comfortable with qualitative and quantitative data.
• Clear writing skills and structured reporting.

Responsibilities

• Investigate customer feedback signals for insights.
• Prepare structured reports on findings.
• Conduct and organize customer interviews.

Skills

Customer experience (CX)

Data analysis

Report writing

Presentation skills

Education

1 to 2 years in CX or related field

Tools

Notion

Spreadsheets

Job description

Location: Kuala Lumpur, Malaysia

Role: CX Associate (Insights Team)

Department: Customer Experience (CX)

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 escalated 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.