Senior Integrations & Quality Support Specialist

Respond; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Flexible working hours

Virtual events

Job summary

respond.io is hiring a Senior Technical Support Specialist – Integrations SME to lead quality governance for integration topics. You will define standards, monitor gaps, and drive enablement for agents and leads. The role emphasizes deep technical problem solving and scalable training programs.

You will work closely with Support Ops and Quality & Enablement to architect standards across WhatsApp, TikTok, SMS/voice channels and CRM/API integrations.

Qualifications

• 5+ years in B2B SaaS with SME or escalation experience.
• Hands-on quality checking, training, coaching, enabling team members.
• Experience with 3rd-party integrations (APIs, MCPs, webhooks, CRMs, iPaaS tools).
• Ability to evaluate AI/human answers and diagnose root causes behind quality gaps.
• Strong training content design and delivery skills.

Responsibilities

• Own topic's support experience and ensure quality standards.
• Define and maintain rubrics, policies, and response standards.
• Identify and solve quality gaps at the root and implement fixes.
• Own support resources and ensure accuracy of FAQs and guides.
• Design and deliver targeted enablement and training modules for staff.

Skills

Technical SME

Quality training

Stakeholder mgmt

AI tool fluency

Clear communication

Tools

n8n

Zapier

Make

APIs

Webhooks

Job description

respond.io is hiring a Senior Technical Support Specialist – Integrations SME to lead quality governance for integration topics. You will define standards, monitor gaps, and drive enablement for agents and leads. The role emphasizes deep technical problem solving and scalable training programs.

You will work closely with Support Ops and Quality & Enablement to architect standards across WhatsApp, TikTok, SMS/voice channels and CRM/API integrations.