Customer Experience Program Manager Associate

Location: Kuala Lumpur, Malaysia

Role: CX Program Manager Associate

Department: Customer Experience (CX)

About Respond.io

Founded 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. Join us, and be part of a team that is shaping the future of customer conversation management!

Our Culture

At 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

You'll be part of the team that turns customer insights into action. You investigate why customers churn, contract, or expand, speak directly with customers to understand the why, and help design and run programs that improve retention and growth. This is a hands-on role where you'll learn to move from data to execution — and over time, own programs end-to-end.

Responsibilities

• Investigate NRR movements — churn, contraction, and expansion — to understand what's driving them
• Speak with customers directly to validate findings and dig deeper into the why
• Support program and campaign design by structuring briefs, documenting goals, and pulling together data
• Track program progress, monitor early results, and flag anything that looks off
• Use AI and automation tools as part of your regular workflow to reduce manual work
• Keep documentation and reporting up to date so progress is visible to the team
• Collaborate with other departments to support smooth program execution
• Over time: design and run programs end-to-end with clear goals and measurable outcomes

Qualifications

• 1 to 2 years in a customer-facing, operations, or analytical role. Fresh graduates are welcome to apply, especially those with internship or project experience in CX, strategy, or business operations
• Comfortable working with data — both qualitative and quantitative — to spot patterns and build a case
• Clear, structured written communication
• Organized and reliable — owns tasks end-to-end and flags early when something is at risk
• Brings a suggested next step when raising a problem, not just the problem
• Comfortable presenting findings and updates to the team in a clear, visual way
• Curious about customers and what drives their decisions

Nice to Have

• Experience in a SaaS or B2B environment
• Exposure to retention, growth, or lifecycle programs
• Worked with tools like Notion, Claude, Slack, or any automation/dashboard tool

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.