Sr Support Operations Specialist

Location: Kuala Lumpur, Malaysia; flexible working environment and working hours wherever based.

Company

hirify.global is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls, and email.

What you will do

• Maintain support quality standards, workflows, rubrics, calibration models, and evaluation frameworks.
• Analyze quality data and evaluation trends to identify knowledge gaps and improve support performance.
• Build and maintain ticketing integrations, webhooks, routing logic, automated triage, chatbots, and AI-driven deflection tools.
• Connect support platforms with engineering tools such as Linear and streamline cross-functional handoffs.
• Architect reporting systems, dashboards, and data models for departmental and business performance metrics.
• Monitor system health and guarantee the accuracy and reliability of ticket and operational data.

Requirements

• 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.
• Experience connecting support platforms to engineering tools through webhooks, APIs, or iPaaS tools such as n8n, Zapier, or Make.
• Experience deploying automated triage, chatbots, AI-driven deflection tools, or using AI coding agents such as Claude Code.
• Strong data analysis, reporting pipeline, dashboard maintenance, troubleshooting, and internal tool reliability skills.
• Ability to design systems, processes, and metrics from ambiguous goals and manage projects and stakeholders end to end.

Culture & Benefits

• Flexible working environment and working hours.
• Collaborative culture focused on customer problems, direct communication, ownership, and continuous improvement.
• Virtual events and online games for distributed employees.
• Competitive compensation package.