Department: Customer Success, Onboarding Team
Role: Customer Onboarding Specialist
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
At respond.io, the Customer Onboarding Specialist is the first person a new customer works with after they sign up and subscribe. You guide customers to a live setup that works for their business and helps them get more value and better results from every conversation: channels connected, AI and automations configured, and leads being handled.
Our ideal candidate has experience working in a B2B SaaS company in onboarding, implementation or customer success. We are seeking someone who can turn a customer's goals into a clear plan and make sure they have a great experience and see real results while working with us.
Responsibilities
- Collaborate closely with customers to understand their goals, use cases and needs, and help them maximize the value of the Respond.io platform
- Translate customers' problems and pain points into clear, result-driven goals, and help them see the value they get from the platform
- Guide customers through onboarding after they sign up, ensuring a positive and smooth experience
- Help customers set up their channels, AI Agents and automations so they are live and handling leads
- Act as a point of contact for customer issues and ensure timely resolution
- Develop and maintain strong relationships with both internal and external stakeholders
- Monitor and report on customer satisfaction and platform usage, with a focus on high satisfaction and retention rates
- Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the Sales and Customer Success teams
Qualifications
- 2+ years of B2B SaaS experience in customer onboarding, implementation or Customer Success
- Experienced in working with international customers and handling global accounts
- Attentive listener with an ability to address customer concerns effectively
- Strong communication skills in Portugese and English to convey complex ideas clearly
- Able to dig deeper than the customer's request to uncover their true objectives, translate their problems and pain points into result-driven goals, and make customers see the value of the platform
- Proficient in optimizing complex business processes
- Familiarity with business messaging platforms, CRM systems, and Customer Success tools
- Curious about AI and keen to set up and test AI Agents for customers
- Passionate about digital transformation and understanding diverse businesses
- Ability to provide customer feedback and insights to various departments for product improvement
- Confident in technical conversations: APIs, webhooks and integrations don't intimidate you, you quickly grasp technical concepts, and you are keen to become an expert in our software
- Empathetic, organized and self-driven: you manage multiple customers in parallel and follow up without being chased
- Able to work hours that overlap with your customers' timezone
- An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference
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.
