Who you are

- 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

- 2-4 years of experience in RevOps, Support Ops, CS analytics, or a similar role

- Hands-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 analysis

- Versatile and hands-on: comfortable moving between CS-specific work and broader RevOps tasks

- Understanding 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 Canny

- Experience in SaaS B2B metrics

- Native Spanish (our AI agent and internal teams operate primarily in Spanish) and fluent English (used across the wider RevOps team)

What the job involves

- Revenue 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

- Own RevOps processes and tooling for the Customer Support function, with Intercom and Fin AI as your core stack

- Configure, maintain and optimize Intercom (inboxes, workflows) and Fin AI (AI agent resolutions, escalation rules, knowledge sources) to keep support scalable and reliable

- Partner with the CS team to map, standardize and improve support workflows

- Define 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 them

- Support the wider RevOps team on processes and tooling across Sales, Marketing and Finance: reporting, CRM data hygiene, workflow design, ad hoc analysis

- Support the wider RevOps team on processes and tooling across Sales, Marketing and Finance — reporting, CRM data hygiene, workflow design, ad hoc analysis

- Contribute to cross-functional RevOps projects and initiatives beyond Customer Support

- Help ensure data stays clean, reliable, and consistent across all the tools in the RevOps stack

Benefits

- Adaptable working hours
- 26 paid days-off

- Short work day on Fridays

- Catered lunch

- Team Building Events
- Yearly budget for individual training

- Free English and Spanish lessons

- Fully equipped kitchen with snacks, drinks and fresh fruit

- Top-notch work equipment

- Ping pong, pool table and gaming zone

📌 Revenue Operations Specialist (Barcelona)
🏢 Holded
📍 Barcelona