Customer Experience Operations (CX Ops)

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Location: Kuala Lumpur Malaysia

Role: Customer Experience Operations (CX Ops)

Department: Customer Experience (CX)

Mode: Full-time role

About

Founded in Hong Kong in early 2017 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 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 we move fast work smart and always keep our customers at the heart of what we do. Heres what we stand for:

Solve Customer Problems: Every effort must solve real customer pain points. No guessworkjust real feedback and clear value!
The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerfulit gets us moving fast.
100% Alignment 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can waitclear 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 outcomestogether.
Build Human Connections: Work is better when we trust care and celebrate wins together. Were a team!

Role Description

Were looking for a Customer Experience Operations (CX Ops) to build scale and optimize the systems data and processes that power our customer experience.

Youll 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.

Heres Whats In It For You

You will become part of an amazing culture with smart collaborative teammates who actually care about each others 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.
Youll receive a mental health allowance to support your health and wellness needs.
Flexible working environment and working hours that fit your lifestyle wherever youre based.

Location: Kuala Lumpur MalaysiaRole: Customer Experience Operations (CX Ops)Department: Customer Experience (CX)Mode: Full-time roleAbout Founded in Hong Kong in early 2017 is an AI-powered business messaging platform that helps companies manage customer conversations across chat calls and email a...

Location: Kuala Lumpur Malaysia

Role: Customer Experience Operations (CX Ops)

Department: Customer Experience (CX)

Mode: Full-time role

About

Founded in Hong Kong in early 2017 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 enables fast-growing companies around the world to capture convert and retain customers at scale.

Our Culture

At we move fast work smart and always keep our customers at the heart of what we do. Heres what we stand for:

Solve Customer Problems: Every effort must solve real customer pain points. No guessworkjust real feedback and clear value!
The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerfulit gets us moving fast.
100% Alignment 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can waitclear 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 outcomestogether.
Build Human Connections: Work is better when we trust care and celebrate wins together. Were a team!

Role Description

Were looking for a Customer Experience Operations (CX Ops) to build scale and optimize the systems data and processes that power our customer experience.

Youll 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.

Heres Whats In It For You

You will become part of an amazing culture with smart collaborative teammates who actually care about each others 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.
Youll receive a mental health allowance to support your health and wellness needs.
Flexible working environment and working hours that fit your lifestyle wherever youre based.

Key Skills

Computer Science
user experience
User Interface
SME
CSS
Interaction Design
Windows
Android
Usability Studies
Visual Design
HTML
User Research
JavaScript
Web Services
Wireframes

Apply Now

About Company

Respond.io

*Resume MUST be in English Location: EMEA Role: Partnerships Manager (EMEA) Department: Sales 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 messa ... View more

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