Care Ops Manager - Lisbon (M/F) Lisboa

Care Ops Manager - Lisbon (M/F)

Join to apply for the role at Vroomly. Vroomly is the
-
- one B2B and B2C Saa
S platform that simplifies and optimizes garage management. Founded in 2017, Vroomly supports over 7, 000 garages and attracts more than 2 million monthly visitors on the customer side.

• For garages: Our B2B marketplace, Vroomly Parts, lets garages order from a catalog of 2. 5 million spare parts, at the best price, with fast delivery.
• For drivers: On the B2C side, vroomly.com helps motorists compare garages, book appointments, and receive accurate, transparent quotes, all in just a few clicks.

Job Description

You will be the operational architect of our B2B Customer Care system. Your mission: to design, secure and scale our support system (tools, data, processes), ensuring a fast, smooth and measurable customer experience. You’ll work with Data Analysts who handle insights; your job is to prepare, structure and automate the system so their dashboards are reliable, usable and relevant.

Expertise

• APIs: understanding of APIs, webhooks, authentication
• Zendesk (or similar): advanced administration, triggers, macros, API, custom fields
• Zapier: complex workflows, error handling, webhooks,
  - step zaps
• Google Sheets: advanced formulas, Apps Script, API integrations, pivot tables

Responsibilities

• System & Data Quality Design: Manage the operational architecture of Zendesk and CRM for Customer Care – fields, workflows, permissions and processes. Define and enforce clear data quality standards: consistency, accuracy, reliability, designing systems to prevent errors rather than cleaning data manually. Ensure that existing dashboards (CSAT, FCR, contact volume, resolution time) are powered by reliable, actionable data. Regularly audit the Care system and lead improvement initiatives.
• Automation & Process Scalability: Design automation flows across Zendesk, Hub
  Spot, Slack, Google Workspace. Implement smart workflows and triggers to reduce manual work, speed up response times and improve data integrity. Synchronize customer data between tools using APIs or Zapier, with sustainable, well‑documented architecture (including possible use of Google Sheets as a connector).
• Performance Monitoring & Continuous Improvement: Identify and address operational bottlenecks – high contact rates, escalations, backlog, low self‑service usage. Drive improvements in key Customer Care KPIs: CSAT, FCR, resolution time, customer autonomy, cost per ticket. Collaborate with Product, Tech, Sales and CX teams on major structural upgrades: new integrations, help centre improvements, automation of the customer lifecycle.

Objectives

• Improve customer satisfaction
• Reduce operational friction
• Build a scalable Care system
• Lower cost per ticket and reduce churn

Fit

• You see Ops as a growth driver, not a back‑office function.
• You know how to design systems, not just execute tasks.
• You are proficient with Zendesk, Hub
  Spot or other CRMs, Zapier, APIs, Google Sheets and automation.
• You focus on data reliability and customer experience.
• You prioritize scalability over quick fixes, customer impact over technical complexity.
• You make the complex feel simple, without adding red tape.

Interview Process

• Introduction call with Mélody (Talent Acquisition Specialist)
• Culture & fit interview with Jen (Customer Experience Officer)
• Case study with Jen & Martin (Chief of Staff)

Benefits – Because Your Well‑being Matters

• Fast career growth – A fast‑growing startup, with plenty of opportunities to take ownership and grow quickly.
• Ongoing training and support to help you perform and evolve.
• Clear and achievable goals, with personalised development plans.
• A transparent and supportive culture.
• Open, honest and collaborative team environment.
• Full transparency, including on salaries (from team members to co‑founders).
• No fluff, just a strong, respectful team that works together.
• Meaningful advantages: 25 paid vacation days, meal vouchers, 100% covered health insurance, €650 relocation bonus in your first month + up to €200 flight reimbursement (with proof of purchase), unlimited books, 100% covered gym membership with Urban Sports Club, quarterly team events (Vroomnight) + annual offsite to build team spirit.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Management and Manufacturing

Industries

Vehicle Repair and Maintenance