RevOps Specialist
At a glance
Mid-level Revenue & Sales Operations role at Holded. Barcelona · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Run Customer Support operations in Intercom and Fin AI, keeping inboxes, workflows, escalation rules and knowledge sources in shape
- Work with Customer Support to map its workflows, make them consistent and improve how they run
- Track support response time, CSAT, ticket volume and resolution measures, then build dashboards to guide improvements
- Find customer-journey snags and coordinate fixes with Sales, Marketing and Finance
- Help the wider RevOps team with reporting, CRM data cleanup, workflow design and ad hoc analysis
What you bring
- Two to four years in RevOps, Support Ops, CS analytics or a comparable role
- Practical Intercom experience, with reporting, dashboard building and basic data analysis skills
- Native Spanish and fluent English for support operations and cross-team work
Who this fits
You'll suit a hands-on role centered on Customer Support, with work spanning Sales, Marketing and Finance as needed. The position is based in Barcelona and is hybrid. Spanish is central to the support work, while English is used across the wider RevOps team.
From the employer
Join 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 Role
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.
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 do
Customer Support (primary focus)
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
Broader RevOps
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
About you:
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 it's like to work with us
Permanent contract
26 paid days-off
Flexible working hours
Short work-day on Fridays
Free catered lunch
Continuous Training: annual budget for training for each employee
Fully equipped kitchen with snacks, drinks, and fresh fruit.
Top-notch work equipment
Office in front of the sea with ping pong, pool table, PlayStation…
Interesting projects and a great work environment
An excellent opportunity to grow with the company
Discounts on a Gym membership
At 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.
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