Location: Kuala Lumpur, Malaysia Role: Customer Experience Operations (CX Ops) Department: Customer Experience (CX) Mode: Full-time role About Respond.io (http://Respond.io) Founded in Hong Kong in early 2017, respond.io (http://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 (http://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 (http://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 Customer Experience Operations (CX Ops) to build, scale, and optimize the systems, data, and processes that power our customer experience. You'll work closely with CX, Sales, and Product to align tools, workflows, and data definitions, while continuously improving visibility, efficiency, and scalability across the customer lifecycle. The ideal candidate is process-oriented, data-comfortable, and proactive, with experience supporting CX teams in a fast-paced SaaS environment. Responsibilities + Own and optimize CX operational processes across onboarding, adoption, support, retention, and expansion. + Build and maintain dashboards and reporting to track key metrics (NRR, churn, adoption, time-to-value). + Ensure customer data is accurate, structured, and actionable across tools (CRM, support, product, analytics). + Design and improve workflows, playbooks, and SOPs to increase team efficiency and consistency. + Partner with CX, Sales, and Product to align systems, data definitions, and handoffs. + Manage and optimize CX tooling and automation (CRM, integrations, etc.). + Support execution of retention and epxpansion initiatives by enabling the right processes and visibility. + Identify operational bottlenecks and proactively implement scalable solutions. + Enable experimentation by setting up tracking, segmentation, and feedback loops. + Continuously refine CX operations to support growth, scale, and team velocity. Qualifications + Experience in CX Operations, Revenue Operations, Customer Success Operations, or similar roles (preferably in SaaS). + Strong understanding of CX metrics such as NRR, churn, expansion, adoption, and time-to-value. + Highly organized with strong process design and documentation skills. + Comfortable working with customer data, dashboards, and spreadsheets. + Hands-on experience with CX/CRM tools (e.g. HubSpot, Zapier, Notion, N8N). + Ability to translate business needs into scalable workflows and systems. + Familiarity with API integrations and system-to-system data flows is a plus. + Self-driven and proactive — identifies gaps and improves systems without heavy direction. + Experience working cross-functionally in fast-paced startup environments. + Uses AI and automation tools to improve productivity and operational efficiency. + Strong communication skills in English, with the ability to explain processes and data clearly. Here's 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.