UX Content Strategist

Location: Kuala Lumpur, Malaysia
Department: Product
Role: UX Content Strategist

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!

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!

This role sits at the center of how respond.io uses AI.

Our Knowledge Base is no longer just a support resource. It's the knowledge source that grounds our AI Agents, in-product copilot, and AI features. When the content is right, our AI is right. When it's wrong, the product is wrong. Content accuracy is now product reliability — and this role owns that surface.

You'll use AI as core leverage in everything you do: producing, structuring, and governing content at a speed and scale that wasn't possible a year ago. If AI as a co-author and force-multiplier excites you — rather than threatens the craft — you'll thrive here. If you'd rather keep AI at the edge of your work, this isn't the right seat.

This is the full UX Content Strategist role — you'll own content across the Knowledge Base, product UX writing, and go-to-market. What's structured is how you ramp into owning all of it. You'll start anchored in the Knowledge Base, because it's the foundation our AI surfaces depend on, and take on the rest of the surface through a clear, staged progression rather than all at once. The scope is the full job; the path to mastering it is deliberate, with the KB as the foundation everything else is built on. Progression is capability-based, not time-served: each stage has clear milestones, reviewed on a regular cadence, that determine when you take on the next part of the surface.

You'll work closely with PMs, designers, engineers, and the wider content team, and you'll be mentored directly through the early stage of the role.

Your foundation and first focus — Knowledge Base as AI knowledge source

• Produce and maintain high-quality KB articles that are accurate enough to ground our AI Agents, copilot, and AI features — treating documentation errors as product errors.
• Keep content current after every feature release, working from product, support, and customer feedback so our AI never answers from stale information.
• Structure, tag, and organize content for both human navigation and AI retrieval, and for localization readiness.
• Use AI tooling as core leverage to produce and maintain content at scale, with human judgment on accuracy and quality.

Next in the ramp — product UX writing

• Write clear, concise microcopy for UI elements like buttons, error messages, tooltips, and onboarding flows.
• Partner with PMs and designers early in the design process to influence UX decisions through content — the work that most needs product context and human judgment.

Full scope — GTM and launch strategy

• Lead GTM messaging for feature launches across KB, in-app banners (Pendo), email, and changelog.
• Shape launch plans and coordinate with stakeholders to meet timelines.

As you move through the ramp, you'll also take on the content architecture and governance that keeps our AI surfaces reliable — work that stays close to the team lead until you've built the track record to own it.

We're screening for orientation and aptitude first, and building skills on top. You don't need to check every box — you need the right starting point and the drive to grow.

Must have

• A genuine pull toward AI as leverage — you already reach for AI tools in your work and want them at the center of your craft, not the periphery.
• Exceptional writing and editing instincts, with a real talent for making complex things simple.
• A holistic sense of the user journey — you think about how people move across a product and its documentation as one system, not just the page in front of you.
• Technical curiosity — you enjoy understanding how a product actually works and representing it accurately.
• Strong attention to accuracy and structure, and the judgment to know when content is right.
• Comfort in a fast-paced, agile environment; curious, collaborative, and proactive.

Nice to have

• A background in UX writing or content design is the ideal starting point — that journey-level lens is harder to teach than KB production, which you'll build in the foundation stage. Strong technical writing experience is welcome too, if you bring the same holistic thinking. Orientation and aptitude matter more than years.
• Familiarity with structured content for KB and UI flows.
• Exposure to Figma, localization platforms (e.g. Crowdin), or in-app messaging tools (e.g. Pendo).
• Understanding of UX principles, content accessibility, and information hierarchy.

• A clear, capability-based career track from Knowledge Base foundation to full content strategist scope, with defined milestones and regular progression reviews — you'll grow more here than you would anywhere else, and that's a promise with real structure behind it.
• Direct mentorship through the early stage of the role.
• An amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• A highly competitive compensation package.
• A mental health allowance to support your health and wellness needs.
• A flexible working environment and working hours that fit your lifestyle, wherever you're based.