About Respond.ioFounded 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.Our CultureSolve Customer Problems: Every effort must solve real customer pain points.The 80/20 Rule: We focus on 20% of actions that create 80% of the value.100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy.Be Direct: We give honest feedback and tackle problems head-on.Own It and Support Each Other: We step up, help out, and drive outcomes together.Build Human Connections: We trust, care, and celebrate wins together.Role DescriptionTechnical Customer Support are pivotal to our company’s success. You will be the go-to resource for valued customers to obtain clarification when needed, provide best solutions, and support any technical matters. Your main priority is to drive excellent support and maintain customer satisfaction.ResponsibilitiesDeliver 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.Qualifications2+ 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.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 YouJoin an amazing culture with smart, collaborative teammates who care about each other’s growth and success.Opportunity to grow more than you would anywhere else.Virtual events like Talent Shows, Among Us nights, and online game sessions.Highly competitive compensation package.Medical allowance to support your health and wellness needs.Flexible working environment that fits your lifestyle, wherever you’re based.

Technical Customer Support (APAC)

Emma

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