Customer Support Operations Specialist

Holded; Barcelona; Presencial; EUR 45.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

26 days off

Flexible working hours

Short Fridays

Free catered lunch

Training budget

Office by the sea

Snacks & drinks

Top-notch equipment

Gym discounts

Descripción de la vacante

Holded is seeking a RevOps Specialist to strengthen our Customer Support operations and scale the overall RevOps function. You will own processes, tooling, and dashboards, primarily focusing on Intercom and Fin AI, while collaborating across Sales, Marketing and Finance.

Fluency in Spanish and English is required to work with our internal teams and AI agents. You’ll join a cross‑functional team that already serves 60+ agents across multiple channels and handles thousands of conversations

Formación

• 2-4 years of experience in RevOps, Support Ops, CS analytics, or a similar role.
• Hands-on experience with Intercom (Fin AI a plus).
• Comfortable working with data – building reports and dashboards, basic analysis.
• Fluent Spanish and English for cross‑team collaboration.

Responsabilidades

• Own RevOps processes and tooling for Customer Support, with Intercom and Fin AI at the core.
• Configure, maintain and optimize Intercom workflows and Fin AI resolutions.
• Pair with CS to map and improve support workflows and KPIs.
• Support broader RevOps projects across Sales, Marketing and Finance.
• Ensure data quality and consistency across RevOps tools.

Conocimientos

Intercom

Fin AI

HubSpot

Lightdash

Canny

Herramientas

Intercom

Fin AI

Descripción del empleo

Join the team. Make an impact.

At Holded, we believe that daily admin should never stop a great idea from becoming a success. That's why we create intuitive software to empower anyone who dares to start their own business. Long story short: we want to make business simple.

In order to create cutting-edge products that meet the needs of the sector, talent is essential. We are looking for passion, creativity, and commitment. In return, we offer the same.

The Role

Revenue Operations at Holded sits at the intersection of Sales, Marketing, Customer Support, Partnerships and Finance. As we expand the team's mandate toward true Business Operations - one team owning the processes and tools across the entire customer lifecycle - we're looking for a RevOps Specialist to join us.

This role has a primary focus on Customer Support, but as part of a cross-functional team, you'll also pick up RevOps work across Sales, Marketing and Finance as needed.

You’ll report directly to Lucie, Revenue Operations Manager, and join Mica and Guillaume in the RevOps team.

The scope you’ll be working with: Holded's Support org is 60+ people across 4 teams, handling 50,000+ conversations a month and thousands of calls across multiple channels - with dozens of active workflows and an AI agent already in production.

We're looking for someone with strong experience with Intercom, Fin AI, and Custom repreAnswers to help us scale our support operations and optimize our customer experience.

What you'll do

1. Customer Support (primary focus)

• Own RevOps processes and tooling for the Customer Support function, with Intercom and Fin AI as your core stack
• Configure, maintain and optimize Intercom (inboxes, workflows) and Fin AI (AI agent resolutions, escalation rules, knowledge sources) to keep support scalable and reliable
• Partner with the CS team to map, standardize and improve support workflows
• Define and track CS KPIs: response time, CSAT, ticket volume, resolution rate, Fin AI resolution/escalation rate, and build the reporting/dashboards to monitor and improve them (e.g. driving Fin AI's resolution rate up while keeping CSAT stable, or bringing first-response time down)
• Spot friction points across the customer journey and work with Sales/Marketing/Finance to fix them

• Broader RevOps
• Support the wider RevOps team on processes and tooling across Sales, Marketing and Finance: reporting, CRM data hygiene, workflow design, ad hoc analysis
• Support the wider RevOps team on processes and tooling across Sales, Marketing and Finance - reporting, CRM data hygiene, workflow design, ad hoc analysis
• Contribute to cross-functional RevOps projects and initiatives beyond Customer Support
• Help ensure data stays clean, reliable, and consistent across all the tools in the RevOps stack

About you:

• 2-4 years of experience in RevOps, Support Ops, CS analytics, or a similar role
• Hands-on experience with Intercom (a strong plus if you've also worked with Fin AI or another AI support agent)
• Comfortable working with data - building reports, dashboards, basic analysis
• Versatile and hands-on: comfortable moving between CS-specific work and broader RevOps tasks
• Understanding of the overall business in order to work proactively to improve the operations and be able to push back when needed.
• Experience with HubSpot or Lightdash, and Canny
• Experience in SaaS B2B metrics
• Native Spanish (our AI agent and internal teams operate primarily in Spanish) and fluent English (used across the wider RevOps team)

What it's like to work with us

• Permanent contract
• 26 paid days-off
• Flexible working hours
• Short work-day on Fridays
• Free catered lunch
• Continuous Training: annual budget for training for each employee
• Fully equipped kitchen with snacks, drinks, and fresh fruit.
• Top-notch work equipment
• Office in front of the sea with ping pong, pool table, PlayStation...
• Interesting projects and a great work environment
• An excellent opportunity to grow with the company
• Discounts on a Gym membership

At Holded, we do things a bit differently. There's no corporate nonsense, and no old-fashioned hierarchy. Instead, we work in self-sufficient, autonomous teams. Think of them like start-ups within a start-up that learn from each other.

We didn't start Holded to be another software company. We started Holded to be epic, and you will be part of it.

Department: Sales