Senior Support Operations Architect - Data, Automation & AI

Respond.io; Kuala Lumpur; Remote; MYR 120,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Flexible working hours

Remote-friendly environment

Virtual events

Job summary

Respond.io is scaling its Support Operations and seeks a Senior Support Operations Specialist to own the operational infrastructure. You will engineer integrations, trusted data pipelines, and automated workflows that elevate the customer experience, reporting to the Support Ops Manager with high autonomy.

If you are an autonomous builder and strategic problem solver who thrives on turning ambiguous challenges into scalable systems, this role is for you.

Qualifications

• 5+ years of professional experience in a similar role, including 3+ years in B2B SaaS Support Operations (startup preferred).
• 2+ years in customer-facing support or Support QA.

Responsibilities

• Set and maintain support quality standards across workflows and scoring systems.
• Turn quality data into actionable insights for team leads and enablement.
• Build and maintain automations & integrations (ticketing, webhooks, routing logic).
• Bridge cross-functional systems with External Teams to automate handoffs and optimize chat resolutions.
• Architect dashboards and data models to track performance metrics and ensure data integrity.

Skills

QA systems

Data analysis

Stakeholder management

APIs & webhooks

Tools

Linear

n8n

Zapier

Make

Claude Code

Job description

Respond.io is scaling its Support Operations and seeks a Senior Support Operations Specialist to own the operational infrastructure. You will engineer integrations, trusted data pipelines, and automated workflows that elevate the customer experience, reporting to the Support Ops Manager with high autonomy.

If you are an autonomous builder and strategic problem solver who thrives on turning ambiguous challenges into scalable systems, this role is for you.