Senior Support Ops Architect: Automation & Data

respond.io; Kampung Malaysia Tambahan; Remote; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Flexible hours

Remote-friendly

Competitive compensation

Job summary

respond.io is seeking a Senior Support Operations Specialist to own Data Analytics, Systems & Automations. You’ll architect the operational tech stack, build integrations, and design automated workflows that elevate the customer conversation experience. You will report to the Support Ops Manager and operate with high autonomy to scale capabilities from scratch.

If you’re an autonomous builder and strategic thinker who turns ambiguity into scalable systems, this role is for you.

Qualifications

• 5+ years in professional roles including 3+ years in B2B SaaS Support Ops
• Hands-on experience building QA systems, grading rubrics, and evaluation frameworks
• Proven track record connecting support platforms to engineering tools via webhooks/APIs/iPaaS
• Experience deploying automated triage, chatbots, and AI-driven deflection tools
• Ability to monitor, troubleshoot, and maintain internal tool reliability
• Strong data analysis and experience with reporting dashboards
• Ability to design systems from high-level goals with minimal supervision
• Proven project and stakeholder management with clear communication

Responsibilities

• Set and maintain support quality standards across workflows and rubrics
• Turn quality data into actionable insights for teams and enablement
• Build and maintain automations, integrations, and system health
• Bridge cross-functional systems to automate handoffs and improve resolution paths
• Build and maintain reporting systems and data models
• Guarantee data integrity for leadership decisions

Skills

QA systems

Conversation grading

Webhooks

APIs

iPaaS

Automation

Chatbots

AI deflection

Claude Code

Data analysis

Reporting pipelines

System design

Project management

Cross-functional collaboration

Tools

Linear

n8n

Zapier

Make

Holistics

Job description

respond.io is seeking a Senior Support Operations Specialist to own Data Analytics, Systems & Automations. You’ll architect the operational tech stack, build integrations, and design automated workflows that elevate the customer conversation experience. You will report to the Support Ops Manager and operate with high autonomy to scale capabilities from scratch.

If you’re an autonomous builder and strategic thinker who turns ambiguity into scalable systems, this role is for you.