RevOps Specialist

Holded; Barcelona; Hybrid; EUR 40,000 - 65,000; Full time

Benefits offered by this job

Permanent contract

26 days off

Short Fridays

Free lunch

Training budget

Kitchen with snacks

Sea-view office

Job summary

Holded is seeking a RevOps Specialist focused on Customer Support to scale our operations using Intercom and Fin AI. You’ll work cross-functionally in a fast-paced SaaS environment in Barcelona, with a hybrid setup.

You’ll own processes, dashboards, and KPI tracking while collaborating with Sales, Marketing, and Finance to improve the customer journey and data quality.

Qualifications

• 2+ years RevOps experience in customer support/success
• Hands-on with Intercom or similar tool
• Experience with data analysis and dashboards
• Familiarity with SaaS B2B metrics
• Native Spanish and fluent English
• Based in Barcelona or open to hybrid relocation

Responsibilities

• Own RevOps processes and tooling for Customer Support using Intercom and Fin AI
• Configure and optimize Intercom inboxes and workflows; manage Fin AI resolutions and escalation rules
• Collaborate with CS to map and improve support workflows
• Define and track CS KPIs and build reporting dashboards
• Identify friction points in the customer journey and coordinate with Sales/Marketing/Finance
• Support cross-functional RevOps projects beyond Customer Support
• Maintain clean, reliable data across RevOps tools

Skills

RevOps experience

Intercom

Data analysis

Versatile / hands-on

Business understanding

SaaS metrics

Spanish native

English fluent

Tools

Intercom

Fin AI

CRM tools

Job description

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.

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

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

What we’re looking for

• +2 years of experience in RevOps for the customer support/success team
• Hands‑on experience with Intercom - or a similar tool (a strong plus if you’ve also worked with Fin AI or another AI support agent)
• Comfortable working with data
• 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 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)
• Based in Barcelona or willing to relocate (hybrid)

What it’s like to work with us

• Permanent contract
• 26 paid days‑off
• 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