Customer Experience Associate

Location: Kuala Lumpur, Malaysia; flexible working environment and hours are mentioned.

Company

hirify.global is an AI-powered business messaging platform for managing customer conversations across chat, calls, and email.

What you will do

• Investigate customer feedback signals, identify root causes, and spot recurring patterns.
• Turn findings into structured reports and clear visual presentations for internal teams.
• Monitor feedback channels and escalate issues when needed.
• Recruit customers for interviews, schedule sessions, prepare context, and document findings.
• Maintain an organized customer insights repository.
• Progress toward running customer interviews end-to-end and sharing insights with product and go-to-market teams.

Requirements

• 1–2 years of experience in customer experience, customer support, or a similar role; fresh graduates with relevant internship or project experience are welcome.
• Ability to work with qualitative and quantitative data to identify trends.
• Clear writing and strong information-structuring skills.
• Ownership of tasks from start to finish and early communication of risks.
• Ability to suggest next steps when raising problems.
• Comfort with presentations, Notion, and spreadsheets.

Nice to have

• Experience in a SaaS or B2B environment.
• Experience running or supporting customer interviews.
• Experience with Vitally, Claude, or Slack.

Culture & Benefits

• Collaborative, growth-oriented environment with distributed teammates.
• Flexible working environment and working hours.
• Virtual social events and online game sessions.
• Competitive compensation package.
• Mental health allowance.