Customer Ops & Automation - Lisbon (M/F)

Customer Ops & Automation - Lisbon (M/F)
Setúbal
Setúbal, Setubal, Portugal

Vroomly is the only
-
- one digital platform connecting independent automotive repair shops with both their customers and their suppliers.

With more than 6, 000 active automotive repair shops , Vroomly has become a reference in the market by centralising administrative management, customer relationships and parts ordering within a single platform, with a catalogue of over 2. 5 million references .

Actively engaged in transforming the automotive maintenance industry, Vroomly is driven by a strong conviction: independent automotive repair shops are essential to the mobility and freedom of millions of people . Our mission is to give professionals the tools they need to run their businesses more efficiently and sustainably.

Vroomly is profitable and growing fast, with increasing momentum internationally.

Today, the company brings together 120 employees across two complementary hubs :

• Paris, home to Product, Marketing, Purchasing and Supply teams
• Lisbon , where Operations, Sales and Care teams support automotive repair shops on a daily basis.

Joining Vroomly means playing an active role in transforming a
- critical industry, while contributing to the rapid growth of a
- scaling international company.

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.

Responsibilities

1. 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, not cleaning data manually, but designing systems to prevent errors
• 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

2. 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,
  - documented architecture (including possible use of Google Sheets as a connector)

3. Performance Monitoring & Continuous Improvement

• Identify and address operational bottlenecks: high contact rates, escalations, backlog, low
  - 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.