Senior Support Operations Specialist

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

Company

hirify.global is an AI-powered business messaging platform for managing customer conversations across chat, calls, and email.

What you will do

• Set and maintain support quality standards, workflows, rubrics, and quality-scoring systems.
• Analyze evaluation trends and turn quality data into actionable improvements for support leads and enablement.
• Build and maintain ticketing integrations, webhooks, routing logic, and other support automations.
• Partner with external teams and departments to automate handoffs and improve resolution paths.
• Architect reporting dashboards and data models for departmental and business performance.
• Maintain accurate operational and ticket data so leadership can make trusted decisions.

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 with engineering tools such as Linear using webhooks, APIs, n8n, Zapier, or Make.
• Experience deploying automated triage, chatbots, AI-driven deflection tools, or using AI coding agents.
• Experience monitoring and maintaining internal tools, integrations, reporting pipelines, and trusted dashboards.
• Strong project, stakeholder, written, verbal communication, and cross-functional alignment skills.

Culture & Benefits

• Globally distributed team with collaborative and inclusive working practices.
• Flexible working environment and working hours.
• Virtual social events, including talent shows, game nights, and online gaming sessions.
• Competitive compensation package.
• Opportunities for professional growth and collaboration with experienced teammates.