respond.io

• Engage our self-service customer base in APAC — uncover challenges, document workflows, and identify why customers stay or leave. • Partner with Sales Ops and the Head of Department to identify "at-risk" behaviors (e.g. drops in seat utilization) and test proactive outreach scripts. • Produce one monthly regional video highlight or webinar covering recent feature releases, and track adoption signals. • For every self-service cancellation in your region, run a "churn autopsy" to identify the root cause (product gap, price, competition) and feed insights back to Sales Ops. • Stabilize a portfolio of high-potential legacy accounts that currently lack a dedicated point of contact. • Map and pursue expansion opportunities (additional seats, higher tiers) across assigned key accounts. • Run monthly check-ins to ensure customers are seeing ROI from new feature updates. • Partner with Sales Ops and the Head of Department to refine CRM workflows and improve data hygiene. • Bridge customers and our Product/Support teams — translate regional pain points into actionable insights. • Every 4 weeks, propose one new initiative (e.g. a regional referral program or new onboarding sequence) to the Head of Department. • Run at least one "Engagement Experiment" per month — defined hypothesis, clear success criteria, written outcome.

• Be the driving force behind our revenue growth by proactively seeking new opportunities. • Own and manage the sales cycle from discovery to close, including qualification, solution presentation, negotiation, and closing. • Educate potential customers on the immense value that respond.io offers. • Provide tailored solution recommendations based on customers' unique business needs and usage patterns. • Manage multiple customer relationships simultaneously, guiding them through various stages of the sales process. • Handle inbound customer inquiries with finesse, effectively addressing billing, legal, security, and technical concerns. • Act as the advocate for our customers, collecting valuable feedback to fuel ongoing improvements, including product enhancements. • Stay informed about industry trends, competitive offerings, and emerging technologies to effectively position the company’s products in the market. • Assist with additional tasks and responsibilities as needed to contribute to the team's success. • Work closely with the Customer Success team and other teams to ensure smooth handover of clients and alignment on client feedback and product improvements. • Develop strategic plans for targeted key accounts to expand usage and identify opportunities for upsell and cross-sell, ensuring long-term success and client satisfaction.

People Operations Specialist · Kuala Lumpur · Full-time · Human Resource About respond.io Respond.io is an AI-powered business messaging platform trusted by companies in 127+ countries. We help businesses manage every customer conversation — across chat, calls, and email — in one place. Founded in 2017, we've grown into a global team moving fast to shape how the world communicates with customers. We're looking for an Owner, not an Executor. People Operations at respond.io isn't a support function — it's a foundation. As we expand into new markets, the way we run our people processes, tools, and care for our employees will define how well we scale. This role will evolve as we do — and we are looking for someone who is ready to grow with us into new regions, new challenges, and new ways of working. This role sits at the intersection of execution and advisory. You will own the day-to-day rhythm of HR operations while also being the person who says "here's a better way to do this" — and then builds it. You care about getting things right, not just getting things done. You care about getting things right, not just getting things done. What You're Here to Do Your work keeps the people engine running — and makes it faster. - Own HR operations end-to-end — from processing requests and managing role changes to maintaining the integrity of employee data in the HRIS. When something touches an employee's experience, you make sure it is handled with accuracy and care. - Keep the company compliant and current — ensure that policies, employment letters, and HR documentation are always aligned with the latest labour laws, and flag proactively when something needs updating. - Own the accuracy of compensation data — process salary changes and maintain a clean, reliable salary database that teams and leadership can trust. - Be the person who moves internal transitions smoothly — whether someone is changing teams, shifting scope, or stepping into a new role, you manage the process and keep track of how they are settling in after. - Spot the friction before it becomes a problem — proactively identify workflow gaps and process inefficiencies, and come with a recommendation, not just an observation. - Drive the People team's quarterly OKR projects — not just contributing tasks, but helping shape how the work gets done. You bring ideas, improve documentation, and push initiatives forward. - Lead HR tool migrations — as we evaluate and evolve our HR tech stack, including HRIS, you will be hands-on in the migration process: testing, coordinating, and making sure nothing falls through the cracks. - Build for global scale — as respond.io expands you will be part of setting up people operations that work across time zones, employment laws, and cultures. You won't just apply what exists — you will help shape what comes next. - Champion employee care — this is not a checkbox. From organising to sending a care packages when someone is unwell, you take genuine ownership of the moments that remind employees they are seen. You will build and run initiatives that make people feel supported, not just employed. - Contribute to employee engagement activities — including recognition programs, team-building events, and company-wide celebrations — to foster a positive and inclusive workplace culture globally. What Success Looks Like - HR operations run like clockwork — accurate data, on-time processing, zero compliance surprises. - Employees feel looked after, not just administered. - When a process breaks or slows us down, you have already spotted it and proposed a fix. - When we go global, our people operations are ready — because you helped build them that way. - The People team trusts your judgment — not just to execute, but to advise. You'll Thrive Here If... - You treat accuracy and process as craft — you notice the small things before they become big things. - You don't wait to be asked. If something can be done better, you say so — and you show how. - You can hold the detail and the bigger picture at the same time. - You genuinely care about people — the care initiatives aren't tasks on a list to you, they are the part of the job you take seriously. - You are comfortable in a team that's structured but still building — some things are defined, some aren't, and that energizes you. - You can navigate ambiguity when going global throws you into unfamiliar territory. What You Bring - 3–5 years in HR operations or people operations, ideally in a tech company. - Solid understanding of Malaysian labour law, with an openness to learn across other jurisdictions. - Prior exposure to global markets, particularly LATAM and EMEA, is a strong advantage. - Hands-on experience with HRIS platforms — bonus if you've been through a migration. - Strong attention to detail in compensation data, documentation, and compliance. - The ability to advise, not just execute — you can recommend a better approach, explain why, and bring people along. - Experience working on people initiatives beyond operational tasks — wellbeing, employee experience, or culture work. - Comfort working across multiple priorities without dropping the ball on any of them. - Fluent in English, written and verbal What You Get - Competitive compensation package — high performers are recognised and rewarded - Medical insurance coverage - Flexible working hours and environment — we care about output, not clock-ins - Team events, both virtual and in-person - Real ownership from day one — this is a builder role, not a support role We are building the infrastructure that lets our people do their best work — at office, home and across the world. If that's the kind of work that gets you out of bed, let's talk.

Talent Acquisition Executive · Kuala Lumpur · Full-time · HR About respond.io respond.io is an AI-powered business messaging platform trusted by companies in 127+ countries. We help businesses manage every customer conversation — across chat, calls, and email — in one place. Founded in 2017, we've grown into a global team moving fast to shape how the world communicates with customers. We're looking for a Talent Scout, not a Talent Coordinator. At respond.io, the people we hire define what we become. That's why this role isn't about filling seats — it's about finding the right people, across multiple roles and regions. You'll be the one hiring managers trust, candidates remember, and the team feels. If you take recruiting personally — this role was built for you. What You're Here to Do Your job: get the right people in the right seats. - Hunt for talent — don't wait for applications. Source proactively on LinkedIn and beyond, and always have strong candidates in sight - Filter with precision — assess candidates for skill, mindset, and cultural fit; use AI tools to sharpen your judgment, not replace it - Own the full cycle — first contact to signed offer, you drive it. No handoffs, no gaps - Be a true partner to hiring managers — understand what they actually need, align on expectations, and push back when needed - Run a tight process — coordinate interviews, collect feedback, drive decisions, and never leave a candidate in the dark - Keep getting better — track what's working, cut what isn't, and use data to make smarter decisions over time What Success Looks Like - Roles filled with the right people — on skill, mindset, and culture - Hiring managers who trust your judgment and come to you before a role is even open - A faster, sharper process than what existed before you You'll Thrive Here If... - You treat sourcing like a sport — you're competitive about finding great people - You can hold more than 5 open roles in your head and not drop a single ball - You give direct feedback, take direct feedback, and move forward - You love using AI and tools to work smarter - You stay organised and focused even when everything is moving fast What You Bring - 1–3 years in Talent Acquisition or Recruitment (B2B SaaS or tech = big plus) - Proven track record of proactive sourcing, especially via LinkedIn - Experience managing high-volume hiring across multiple concurrent roles - Strong communicator — you can advise a hiring manager, not just update them - Familiarity with ATS platforms, sourcing tools, and AI-assisted workflows - Multi-region or international hiring experience is a bonus - Fluent in English, written and verbal What You Get - Competitive compensation package — high performers are recognised and rewarded - Flexible working hours and environment — we care about output, not clock-ins - Real ownership from day one — this is a builder role, not a support role - From PS5 tournaments to go-kart showdowns, Among Us nights to virtual game sessions — we find any excuse to get the team together - The learning curve here is steep — and that's the point. You'll grow faster in one year at respond.io than most people do in three anywhere else We're building the team that builds the future of customer communication. Think you belong here? Let's talk.

• 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

• 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

• Identify potential channel partners that align with the company's strategic goals. • Develop and execute recruitment strategies to onboard new partners. • Establish and maintain strong relationships with existing channel partners. • Act as the main point of contact for partners, addressing their needs and concerns. • Organize regular meetings, business reviews, and performance assessments with partners. • Develop and deliver training programs to educate partners on the company's products, services, and sales processes. • Provide ongoing support and resources to partners to ensure their success. • Collaborate with partners to develop and execute joint business plans to drive sales and market penetration. • Monitor and analyze partner performance metrics, providing insights and recommendations for improvement. • Achieve sales targets and revenue goals through effective partner management. • Gather market insights and feedback from partners to improve product development and strategy. • Stay updated on industry trends, competitor activities, and market dynamics.

• Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform • Assist customers during the onboarding process, ensuring a positive and smooth experience • Develop and maintain strong relationships with both internal and external stakeholders • Act as a point of contact for customer issues and ensure timely resolution • Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform • Monitor and report on customer satisfaction and platform usage • Focus on maintaining high customer satisfaction and retention rates • Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells

• Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform • Assist customers during the onboarding process, ensuring a positive and smooth experience • Develop and maintain strong relationships with both internal and external stakeholders • Act as a point of contact for customer issues and ensure timely resolution • Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform • Monitor and report on customer satisfaction and platform usage • Focus on maintaining high customer satisfaction and retention rates • Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells