Department: Customer Success, Onboarding Team Role: Customer Onboarding Specialist 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. Join us, and be part of a team that is shaping the future of customer conversation management io, we move fast, work smart, and always keep our customers at the heart of what we do. Solve Customer Problems: Every effort must solve real customer pain points. The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Perfect plans can wait, clear goals come first. ~ 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. 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. 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 Monitor and report on customer satisfaction and platform usage, with a focus on high satisfaction and retention rates io platform and identify opportunities for customer growth, collaborating with the Sales and Customer Success teams 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 Italian, Spanish 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 ~ 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 Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are 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. #

📌 Customer Onboarding Specialist (Italia)
🏢 respond.io
📍 Italia