Revenue Operations Specialist

Holded; Barcelona; On-site; EUR 52,000 - 68,000; Full time

Benefits offered by this job

Flexible working hours

26 paid days-off

Short work day on Fridays

Catered lunch

Team Building Events

Yearly training budget

Free English and Spanish lessons

Fully equipped kitchen with snacks

Job summary

Holded is seeking a RevOps Specialist to own customer support processes within a cross-functional team spanning Sales, Marketing and Finance in Barcelona. You’ll optimize Intercom workflows and Fin AI usage, build dashboards, and partner with CS to improve workflows and KPIs.

You’ll work hands-on with data, reports, and CRM hygiene, and contribute to broader RevOps initiatives while ensuring support remains scalable as we scale operations.

Qualifications

• 2-4 years of RevOps, Support Ops, CS analytics, or similar role.
• Experience with SaaS B2B metrics and data-driven decision making.
• Comfortable building reports, dashboards and performing basic analysis.
• Ability to understand the business end-to-end and push back when needed.
• Experience with Intercom or similar support agents (and Fin AI) is a plus.

Responsibilities

• Own RevOps processes and tooling for Customer Support using Intercom and Fin AI.
• Define and track CS KPIs and build dashboards to monitor and improve them.
• Collaborate with CS, Sales, Marketing and Finance to map and optimize workflows.
• Support cross-functional RevOps projects and ensure data hygiene across systems.

Skills

Analytical thinking

Cross-functional collaboration

Data storytelling

Spanish fluency

Tools

Intercom

Fin AI

HubSpot

Lightdash

Canny

Job description

• 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
• 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
• 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

Benefits

• Flexible working hours
• 26 paid days-off
• Short work day on Fridays
• Catered lunch
• Team Building Events
• Yearly budget for individual training
• Free English and Spanish lessons
• Fully equipped kitchen with snacks, drinks and fresh fruit
• Top-notch work equipment
• Ping pong, pool table and gaming zone

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 experienceVersatile and hands-on: comfortable moving between CS-specific work and broader RevOps tasks2-4 years of experience in RevOps, Support Ops, CS analytics, or a similar roleExperience in SaaS B2B metricsComfortable working with data — building reports, dashboards, basic analysisUnderstanding of the overall business in order to work proactively to improve the operations and be able to push back when neededExperience with HubSpot or Lightdash, and CannyNative Spanish (our AI agent and internal teams operate primarily in Spanish) and fluent English (used across the wider RevOps team)Hands-on experience with Intercom (a strong plus if you’ve also worked with Fin AI or another AI support agent)