Customer Care Operations Architect - Lisbon (M/F)

Customer Care Operations Architect - Lisbon (M/F)

Join to apply for the Customer Care Operations Architect - Lisbon (M/F) 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. They also use Vroomly Pro, their digital
- pilot for managing appointments, quotes, invoices and more, helping them increase operational efficiency and profitability.

? For drivers: On the B2C side, http://vroomly.com helps motorists compare garages, book appointments, and receive accurate, transparent quotes all in just a few clicks.

We’re now expanding internationally, taking the next step in transforming the automotive experience.

Ready to make an impact with us? We can’t wait to meet you!

Job Description

You will be the operational architect of our B2B Customer Care system. Your mission: design, secure and scale our support system (tools, data, processes), ensuring a fast, smooth and measurable customer experience. You’ll work with Data Analysts and 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

• Manage the operational architecture of Zendesk and CRM for Customer Care: field configuration, workflows, permissions and processes
• Define and enforce clear data quality standards: consistency, accuracy, reliability; design 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
• 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)
• 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‑center 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

You're a great fit if

• You see Ops as a growth driver, not a back‑office function
• You know how to design systems, not just execute tasks
• You’re proficient with Zendesk, Hub
  Spot or other CRMs, Zapier, APIs, Google Sheets and automation
• You’re focused 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
• Ongoing training and support to help you perform and evolve
• Clear and achievable goals, with personalized 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
• 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

Mid‑Senior level

Employment Type

Full‑time

Job Function

Design, Art/Creative, and Information Technology

Industries

Vehicle Repair and Maintenance

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