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. 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.Role DescriptionAt 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 the best solution, and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.ResponsibilitiesDeliver high-quality support to customers of our SaaS productCommunicate and respond to varied technical business solutions to customers in a team environment, using our shared inbox tool to assist with customer inquiriesResolve customer inquiries in a timely manner using full understanding of the product value, functions, features, and customer’s business needsMonitor common customer questions/concerns and partner with cross-functional teams to suggest solutionsEmpower customers to self-serve and help users navigate our on-demand success resourcesWork collaboratively across teams—Customer, Marketing, Product, and Tech—to solve complex problemsProvide customer support via multiple channels including chat and video callsQualifications2+ years of experience in a Customer Support role, preferably in a SaaS or IT companyExperience in at least one of the following: API integrations, WhatsApp API, or Agentic AIExcellent communication skills in Arabic and English, with the proven ability to understand customer inquiriesAbility to clearly explain complex ideas verbally and in writingAbility to dig deeper to uncover customer’s true objectivesHigh level of empathyAble to work in a fixed shiftTeam-oriented mindset with a “thirst for more” attitude—always eager to learn, improve, and take on new challengesHere's What's In For YouPart of an amazing culture with smart, collaborative teammates who care about each other’s growth and successGrow more than you would anywhere elseVirtual events like Talent Shows, Among Us nights, and online game sessionsHighly competitive compensation packageMedical allowanceFlexible working environment that fits your lifestyle, wherever you’re based

Technical Customer Support (EMEA)

Emma

Responsibilities

Skills wanted:

Language(s) required:

About Respond.io:

rspd.link/MUMy

Admin access needed