Location: EMEA
Role: Customer Support Associate
Department: Customer Department
Mode: Full-time
About Respond.io
Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honoured with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry-leading clients.
Our workforce is a testament to our global reach, with remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech-savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!
Role Description
At Respond.io, Customer Support Associates are pivotal to our company’s success. You will be the go-to resource for our valued customers to obtain clarification when needed, provide possible workaround and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.
Responsibilities
- Deliver high quality support and operate as a safety net to customers of our SaaS product
- Communicate and respond varied technical solutions to customers in a team environment, using our shared inbox tool to assist customer's inquiries
- Resolve customer inquiries in a timely manner using full understanding of the product functions, features and customer environment
- 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
- Working collaboratively across a few teams - Customer, Marketing, Product and Tech to solve complex problems
Qualifications
- 2+ years of experience in a Customer Support role preferably in a SaaS or IT company
- Excellent communication skills in English as well as listening skills and the proven ability to understand customer’s inquiries
- Ability to speak English and Arabic fluently is a Must
- Ability to clearly explain complex ideas verbally and in writing
- Ability to dig deeper to uncover customer’s true objectives
- High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers
- Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact
- Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines
- Excellent organization, and time management skills
- Teamwork mentality and willingness to assist wherever needed
Here's what's in 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 medical allowance to support your health and wellness needs.
- You’ll be entitled to stock options, with terms and conditions applicable.
- Flexible working environment and working hours that fit your lifestyle, wherever you're based.