Senior Support Operations Specialist

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

Job summary

respond.io is seeking an autonomous, strategic Senior Support Operations Specialist to join our globally distributed team in Malaysia. You will own key pillars of the Support Operations engine, driving quality governance, automation, and data integrity while collaborating with cross-functional teams.

You will design scalable systems, implement AI-driven deflection tools, and build trusted dashboards to help leadership make informed decisions.

Qualifications

• 5+ years of professional experience, including 3+ years in B2B SaaS Support Operations (preferably startup) and 2+ years in customer-facing support or Support QA.
• Hands-on experience building QA systems, conversation grading rubrics, calibration models, and evaluation frameworks for support teams.
• Proven track record connecting support platforms to engineering tools (Linear) via webhooks, APIs, or iPaaS tools (n8n, Zapier, Make).
• Demonstrated hands on experience deploying automated triage, chatbots, AI-driven deflection tools, or using AI coding agents (e.g., Claude Code) to execute projects.
• Proven ability to monitor, troubleshoot, and maintain the reliability of internal tools and integrations before failures cascade.
• Strong data analysis skills with experience building and maintaining reporting pipelines and trusted dashboards (e.g., Holistics).
• Demonstrated ability to take ambiguous, high-level goals from leadership and design the underlying systems, processes, and metrics to achieve them with minimal supervision.
• Proven project and stakeholder management skills—able to own initiatives end-to-end, communicate clearly with leadership, and align cross-functional teams with excellent written and verbal communication skills.

Responsibilities

• Set and maintain support quality standards: Regularly review workflows, rubrics, and quality-scoring systems to ensure they remain useful, accurate, and aligned with reality.
• Turn quality data into actionable insights: Analyze evaluation trends to help team leads and enablement address knowledge gaps and improve performance.
• Build and maintain automations & integrations: Own the workflows that Support Operations relies on (e.g., ticketing integrations, webhooks, routing logic) and keep the tech stack healthy.
• Bridge cross-functional systems: Partner with External Teams and Departments to automate handoffs and streamline chatting experience and resolution paths for recurring issues.
• Build and maintain reporting systems: Architect the dashboards and data models that track departmental and business performance metrics.
• Guarantee data integrity: Ensure underlying ticket and operational data is 100% accurate so leadership can make trusted decisions.

Skills

QA systems

Conversation rubrics

Webhooks

APIs

iPaaS tools

AI deflection tools

Holistics dashboards

Data analytics

Project management

Cross-functional collaboration

Tools

Linear

n8n

Zapier

Make

Claude Code

Job description

Location: Malaysia

Department: Support

Role: Senior Support Operations Specialist

About respond.io

Founded in Hong Kong in early 2017, respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.

Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io enables fast-growing companies around the world to capture, convert, and retain customers at scale.

We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!

Our Culture

At respond.io, we move fast, work smart, and always keep our customers at the heart of what we do. Here's what we stand for:

• Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
• The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
• 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
• Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
• Own It and Support Each Other: We step up, help out, and drive outcomes—together.
• Build Human Connections: Work is better when we trust, care, and celebrate wins together. We're a team!

About the Role & Team

Our Support department is scaling rapidly as our customer base grows. Today, our Support department is divided into two focused groups: Support Agents delivering high-touch customer experiences, and a recently launched Support Operations function tasked with scaling our operational infrastructure.

As a Senior Support Operations Specialist, you will join our agile team as a senior individual contributor and strategic co-pilot to the Support Ops Manager. Free from frontline tickets, you will own key pillars of our operational engine to elevate the customer experience.

If you are an autonomous planner and strategic thinker—not just an executor—who thrives on solving ambiguous challenges, engineering integrations, and building trusted data systems, this role is for you.

Key Responsibilities

Support Quality Governance

• Set and maintain support quality standards: Regularly review workflows, rubrics, and quality-scoring systems to ensure they remain useful, accurate, and aligned with reality.
• Turn quality data into actionable insights: Analyze evaluation trends to help team leads and enablement address knowledge gaps and improve performance.

Tooling, Automation & System Health

• Build and maintain automations & integrations: Own the workflows that Support Operations relies on (e.g., ticketing integrations, webhooks, routing logic) and keep the tech stack healthy.
• Bridge cross-functional systems: Partner with External Teams and Departments to automate handoffs and streamline chatting experience and resolution paths for recurring issues.

Reporting Infrastructure & Data Integrity

• Build and maintain reporting systems: Architect the dashboards and data models that track departmental and business performance metrics.
• Guarantee data integrity: Ensure underlying ticket and operational data is 100% accurate so leadership can make trusted decisions.

Required Qualifications

• 5+ years of professional experience, including 3+ years in B2B SaaS Support Operations (preferably startup) and 2+ years in customer-facing support or Support QA.
• Hands-on experience building QA systems, conversation grading rubrics, calibration models, and evaluation frameworks for support teams.
• Proven track record connecting support platforms to engineering tools (Linear) via webhooks, APIs, or iPaaS tools (n8n, Zapier, Make).
• Demonstrated hands on experience deploying automated triage, chatbots, AI-driven deflection tools, or using AI coding agents (e.g., Claude Code) to execute projects.
• Proven ability to monitor, troubleshoot, and maintain the reliability of internal tools and integrations before failures cascade.
• Strong data analysis skills with experience building and maintaining reporting pipelines and trusted dashboards (e.g., Holistics).
• Demonstrated ability to take ambiguous, high-level goals from leadership and design the underlying systems, processes, and metrics to achieve them with minimal supervision.
• Proven project and stakeholder management skills—able to own initiatives end-to-end, communicate clearly with leadership, and align cross-functional teams with excellent written and verbal communication skills.

What's in it for you

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.