Customer Experience Associate
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Kuala Lumpur, Kuala Lumpur, MalaysiaOn-siteFull TimeEntry LevelSmall
Full TimeEntry LevelSmall
Job Summary
Investigate customer feedback signals to identify root causes and recurring patterns, then write structured reports for internal teams. Monitor feedback channels, escalate issues as needed, and recruit customers for interviews to schedule sessions and prepare background context. Present insights visually to other teams and maintain the insights repository. Over time, run customer interviews end-to-end and share findings quickly to guide product and go-to-market decisions. This role supports the Insights Team at Respond.io, an AI-powered business messaging platform trusted by companies in over 127 countries.
Required 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
Desired Qualifications
- Experience in a SaaS or B2B environment
- Experience running or supporting customer interviews
- Worked with tools like Notion, Vitally, Claude, or Slack
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