Senior Support Ops Architect — Automations & Data

Respond; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Respond.io is seeking a Senior Support Operations Specialist in Kuala Lumpur to architect and own the operational infrastructure. You will lead data pipelines, automation, and trusted reporting that elevate customer conversations across channels.

You will collaborate with cross-functional teams, design scalable systems, and implement AI-driven deflection tools to improve support outcomes. Flexible work environment offered in a fast-growing SaaS company.

Qualifications

• 5+ years in B2B SaaS Support Operations with 2+ years in QA.
• Hands-on experience building QA systems, rubrics, calibration and evaluation models.
• Proven ability to connect support platforms to engineering tools via webhooks and APIs.
• Experience deploying automated triage, chatbots, and AI-driven deflection tools.
• Strong data analysis and dashboard experience for operational metrics.
• Ability to lead initiatives end-to-end with minimal supervision.

Responsibilities

• Set and maintain support quality standards and measurement rubrics.
• Turn quality data into actionable insights for teams and enablement.
• Build automations and integrations; maintain health of the tech stack.
• Design and govern reporting infrastructure and ensure data integrity.

Skills

QA systems

Webhook integrations

Data analysis

Automation tooling

AI-driven deflection

Project management

Tools

Linear

n8n

Zapier

Make

Holistics

Job description

Respond.io is seeking a Senior Support Operations Specialist in Kuala Lumpur to architect and own the operational infrastructure. You will lead data pipelines, automation, and trusted reporting that elevate customer conversations across channels.

You will collaborate with cross-functional teams, design scalable systems, and implement AI-driven deflection tools to improve support outcomes. Flexible work environment offered in a fast-growing SaaS company.