Senior Support Operations Architect — Automations & Data

Respond.io; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working environment

Job summary

respond.io is expanding its Support Operations team in Malaysia. As a Senior Support Operations Specialist, you will be a senior individual contributor and strategic partner to the Support Ops Manager, owning key pillars of the operational engine to elevate customer experience.

You’ll be autonomous, strategic, and adept at engineering integrations and building trusted data systems to solve ambiguous challenges.

Qualifications

• 5+ years of professional experience in B2B SaaS Support Operations.
• 2+ years in customer-facing support or Support QA.
• Experience connecting support platforms to engineering tools via webhooks, APIs or iPaaS.
• Experience deploying automated triage, chatbots, AI deflection tools, or AI coding agents.
• Strong data analysis skills and experience with dashboards (Holistics or similar).

Responsibilities

• Set and maintain support quality standards and review workflows and scoring systems.
• Build automations and integrations; own cross-functional workflows and tech stack health.
• Architect dashboards and data models; ensure data integrity for leadership decisions.

Skills

B2B SaaS Support Ops

QA systems

Webhooks & APIs

AI tooling

Data dashboards

Stakeholder management

Tools

Linear

n8n

Zapier

Make

Job description

respond.io is expanding its Support Operations team in Malaysia. As a Senior Support Operations Specialist, you will be a senior individual contributor and strategic partner to the Support Ops Manager, owning key pillars of the operational engine to elevate customer experience.

You’ll be autonomous, strategic, and adept at engineering integrations and building trusted data systems to solve ambiguous challenges.