Senior Support Ops - Remote & Flexible Hours

Respond

Kuala Lumpur

On-site

MYR 120,000 - 180,000

Full time

14 days+

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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.