~ 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
~ He

📌 Operations specialist, specialist sales (Cataluña)
🏢 Holded
📍 Cataluña