Technical Customer Support (APAC)

Respond; Kuala Lumpur; On-site; MYR 66,960 - 100,440; Full time

Benefits offered by this job

Competitive pay

Flexible hours

Global APAC exposure

Job summary

Respond.io is seeking a Technical Customer Support Specialist for APAC. You will be the go-to resource for customers, addressing technical inquiries and delivering high-quality support across chat and video calls.

You will collaborate with cross-functional teams to resolve complex issues and help users navigate self-serve resources. The role requires 2+ years in customer support, experience with APIs or AI tools, and strong English communication.

Qualifications

• 2+ years of experience in a Customer Support role preferably in a SaaS or IT company.
• Experience in at least one of the following: API integrations, WhatsApp API, or Agentic AI.
• Excellent communication skills in English, and the proven ability to understand customer’s inquiries.
• Ability to clearly explain complex ideas verbally and in writing.
• Ability to dig deeper to uncover customer’s true objectives.
• High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers.
• Able to work in a fixed shift.
• Team-oriented mindset with a “thirst for more” attitude — always eager to learn, improve, and take on new challenges.

Responsibilities

• Deliver high-quality support to customers of our SaaS product.
• Communicate and respond to varied technical business solutions to customers in a team environment, using our shared inbox tool to assist with customer inquiries.
• Resolve customer inquiries in a timely manner using full understanding of the product value, functions, features, and customer’s business needs.
• Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions.
• Empower customers to self-serve and help users navigate our on-demand success resources.
• Work collaboratively across teams — Customer, Marketing, Product, and Tech — to solve complex problems.
• Provide customer support via multiple channels including chat, and video calls.

Skills

2+ years experience

API integrations

WhatsApp API

Agentic AI

English communication

Empathy

Fixed shift

Team oriented

Tools

APIs

WhatsApp API

Agentic AI

Job description

Location: APAC

Team: Customer Support

Role: Technical Customer Support (APAC)

Mode: Full-time role

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

At Respond.io, Technical Customer Support are pivotal to our company’s success. You will be the go-to resource for our valued customers to obtain clarification when needed, provide best solution, and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.

Responsibilities

• Deliver high-quality support to customers of our SaaS product
• Communicate and respond to varied technical business solutions to customers in a team environment, using our shared inbox tool to assist with customer inquiries
• Resolve customer inquiries in a timely manner using full understanding of the product value, functions, features, and customer’s business needs
• Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions
• Empower customers to self-serve and help users navigate our on-demand success resources
• Work collaboratively across teams — Customer, Marketing, Product, and Tech — to solve complex problems
• Provide customer support via multiple channels including chat, and video calls

Qualifications

• 2+ years of experience in a Customer Support role preferably in a SaaS or IT company
• Experience in at least one of the following: API integrations, WhatsApp API, or Agentic AI
• Excellent communication skills in English, and the proven ability to understand customer’s inquiries
• Ability to clearly explain complex ideas verbally and in writing
• Ability to dig deeper to uncover customer’s true objectives
• High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers
• Able to work in a fixed shift
• Team-oriented mindset with a “thirst for more” attitude — always eager to learn, improve, and take on new challenges

Here’s What’s In 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.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.