Senior Support Operations Specialist

About the role

As a Senior Support Operations Specialist you will join the Data Analytics, Systems & Automations team at Respond.io. You will act as the system architect and technical owner for the operational infrastructure, building integrations, data pipelines and automated workflows that improve the customer experience.

Key responsibilities

• Set and maintain support quality standards, reviewing workflows and quality‑scoring systems.
• Analyze quality data to generate actionable insights for team leads and enablement.
• Build and maintain automations and integrations, including ticketing integrations, webhooks and routing logic.
• Partner with cross‑functional teams to automate handoffs and streamline resolution paths.
• Architect dashboards and data models that track departmental and business performance metrics.
• Ensure data integrity of ticket and operational data for trusted decision‑making.

Required profile

• 5+ years of professional experience, including 3+ years in B2B SaaS Support Operations and 2+ years in customer‑facing support or Support QA.
• Hands‑on experience building QA systems, conversation grading rubrics, calibration models and evaluation frameworks.
• Proven track record connecting support platforms to engineering tools via webhooks, APIs or iPaaS tools (n8n, Zapier, Make).
• Experience deploying automated triage, chatbots, AI‑driven deflection tools or AI coding agents.
• Strong data analysis skills and experience building reporting pipelines and trusted dashboards (e.g., Holistics).

Required skills

• Webhooks and API integration
• iPaaS tools (n8n, Zapier, Make)
• Linear integration
• Chatbot and AI‑driven deflection tooling
• Data analysis and dashboarding (Holistics)

What we offer

• Competitive compensation package
• Flexible working environment and hours
• Virtual events and team‑building activities
• Growth opportunities within a fast‑moving, globally distributed team