Location: Kuala Lumpur, Malaysia Department: Product Role: Technical Writer Mode: Full-time role 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, the Technical Writer plays a critical role in shaping how users understand and experience our product. This role goes beyond writing-it's about strategizing, planning, and delivering content that makes complex ideas simple and drives successful product adoption. You will own user-facing content across microcopy, Knowledge Base (KB), and Go-to-Market (GTM) messaging, ensuring consistency and clarity throughout the user journey. This requires a mix of UX writing skills, technical curiosity, and the ability to collaborate cross-functionally with designers, PMs, and engineers. The ideal candidate loves translating technical details into clear, actionable content and thrives in a fast-paced, collaborative environment. Responsibilities Content Strategy & UX Writing Define and maintain content strategy across product touchpoints, Knowledge Base, and GTM campaigns. Write clear, concise microcopy for UI elements like buttons, error messages, tooltips, and onboarding flows. Work closely with PMs and Designers early in the design process to influence UX decisions through content. Knowledge Base Ownership Develop and maintain high-quality KB articles and self-service resources. Organize and tag KB content for easy navigation and localization readiness. Update content promptly after feature releases, incorporating feedback from support and customer teams. Go-to-Market Communication Lead GTM messaging for feature launches, aligning communication across KB, in-app banners (Pendo), emails, and changelog. Draft GTM plans and coordinate with stakeholders to meet launch timelines. Technical Depth & Collaboration Interview internal teams and gather product insights to accurately represent technical workflows. Convert complex technical concepts into content that works for both technical and non-technical users. Collaborate with creatives (designers, video editors) to enhance the impact of your content. Qualifications 2-4 years in UX writing, content design, or content strategy roles (preferably in B2B SaaS). Proven experience collaborating with Product Managers, UX Designers, Engineers , and Customer teams. Strong understanding of UX principles, content accessibility, and information hierarchy. Exceptional writing and editing skills with the ability to simplify complex concepts. Familiarity with tools like Figma , and localization platforms (e.g., Crowdin, Lokalise). Comfortable creating structured content for KB and UI flows. Knowledge of GTM processes and in-app messaging tools (e.g., Pendo ). Strategic thinker with a passion for user-centered design. Comfortable in a fast-paced, agile environment. Curious, collaborative, and proactive in driving content improvements. Here&aposs what&aposs in for you You will become part of an amazing culture with smart teammates who actually care You will grow more here than you would anywhere else, that is a promise Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you&aposll always be looking forward to it! Beer O&aposClock on Fridays Naah, we have it every day! Are you a PlayStation fan It gets fun when you get to beat your olleague on a FIFA game at the office! You&aposll get to experience a very competitive compensation You&aposll be covered exclusively on one of the highest medical and dental insurance especially for you Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it. Flexible working environment and working hours Show more Show less