Descripción de la oferta
DescriptionJoin the team. Make an impact.At Holded, we believe that daily admin should never stop a great idea from becoming a success. That's why we create intuitive software to empower anyone who dares to start their own business. Long story short: we want to make business simple.In order to create cutting-edge products that meet the needs of the sector, talent is essential. We are looking for passion, creativity, and commitment. In return, we offer the same.The RoleRevenue Operations at Holded sits at the intersection of Sales, Marketing, Customer Support, Partnerships and Finance. As we expand the team's mandate toward true Business Operations — one team owning the processes and tools across the entire customer lifecycle — we're looking for a RevOps Specialist to join us.This role has a primary focus on Customer Support, but as part of a cross-functional team, you'll also pick up RevOps work across Sales, Marketing and Finance as needed.You'll report directly to Lucie, Revenue Operations Manager, and join Mica and Guillaume in the RevOps team.The scope you'll be working with: Holded's Support org is 60+ people across 4 teams, handling 50,000+ conversations a month and thousands of calls across multiple channels — with dozens of active workflows and an AI agent already in production.We're looking for someone with strong experience with Intercom, Fin AI, and Custom repreAnswers to help us scale our support operations and optimize our customer experience.What you'll doCustomer Support (primary focus)Own RevOps processes and tooling for the Customer Support function, with Intercom and Fin AI as your core stackConfigure, maintain and optimize Intercom (inboxes, workflows) and Fin AI (AI agent resolutions, escalation rules, knowledge sources) to keep support scalable and reliablePartner with the CS team to map, standardize and improve support workflowsDefine and track CS KPIs: response time, CSAT, ticket volume, resolution rate, Fin AI resolution/escalation rate, and build the reporting/dashboards to monitor and improve them (e.g. driving Fin AI's resolution rate up while keeping CSAT stable, or bringing first-response time down)Spot friction points across the customer journey and work with Sales/Marketing/Finance to fix themBroader RevOpsSupport the wider RevOps team on processes and tooling across Sales, Marketing and Finance: reporting, CRM data hygiene, workflow design, ad hoc analysisSupport the wider RevOps team on processes and tooling across Sales, Marketing and Finance — reporting, CRM data hygiene, workflow design, ad hoc analysisContribute to cross-functional RevOps projects and initiatives beyond Customer SupportHelp ensure data stays clean, reliable, and consistent across all the tools in the RevOps stackRequirementsAbout you:2-4 years of experience in RevOps, Support Ops, CS analytics, or a similar roleHands-on experience with Intercom (a strong plus if you've also worked with Fin AI or another AI support agent)Comfortable working with data — building reports, dashboards, basic analysisVersatile and hands-on: comfortable moving between CS-specific work and broader RevOps tasksUnderstanding of the overall business in order to work proactively to improve the operations and be able to push back when needed.Experience with HubSpot or Lightdash, and CannyExperience in SaaS B2B metricsNative Spanish (our AI agent and internal teams operate primarily in Spanish) and fluent English (used across the wider RevOps team)What it's like to work with usPermanent contract26 paid days-offFlexible working hoursShort work-day on FridaysFree catered lunchContinuous Training: annual budget for training for each employeeFully equipped kitchen with snacks, drinks, and fresh fruit.Top-notch work equipmentOffice in front of the sea with ping pong, pool table, PlayStation…Interesting projects and a great work environmentAn excellent opportunity to grow with the companyDiscounts on a Gym membershipAt Holded, we do things a bit differently. There’s no corporate nonsense, and no old-fashioned hierarchy. Instead, we work in self-sufficient, autonomous teams. Think of them like start-ups within a start-up that learn from each other.We didn’t start Holded to be another software company. We started Holded to be epic, and you will be part of it.CategorySales
