Retention & Automation Operations - Lisbon (M/F)

Vroomly is an all-in-one digital platform that connects auto repair shops with their customers and suppliers.

With more than 6,000 active garages, Vroomly makes it easy to manage day-to-day operations (quotes, customers, parts ordering) from a single platform, with access to over2.5 million product references.

We believe that auto repair professionals are essential to everyone’s mobility, and we have a simple mission: to save them time with simple and efficient tools.

Profitable since July 2025,Vroomly continues to grow and is expanding internationally. The team now has more than120 employees, split between:

• Paris (product, marketing, purchasing, supply)

• Lisbon (operations, sales, customer care)

Joining Vroomly means being part of a fast-growing adventure with a real impact on a vital industry.

To support this strong growth, Vroomly has built asolid and scalable Sales Machine, designed to grow efficiently while offering real career development opportunities for sales teams.

☀️ Since July 2022, Vroomly has opened offices in Lisbon to drive its international expansion.

The city quickly became an obvious choice:exceptional quality of life (300+ days of sunshine, proximity to the ocean, vibrant cultural and social scene) and acosmopolitan environment.

Today, more than 70 Vroomerswork there, mainly in teams interacting directly with our customers: Sales & Customer Experience.

🚀 We are launching a new phase of our international expansion, starting withSpain from our Lisbon hub.

Job Description

You are theoperational architect of Customer Care.

Your role:design, strengthen, and scale the Care system (tools, data, and processes) to ensure a fast, seamless, and measurable customer experience.

👉 You will work cross-functionally across B2B, B2C, and CSM teams.

👉 You will optimize and connect the different tools they use:Zendesk, Ringover, and HubSpot.

👉 You will work closely withData Analysts to create, modify, and validate dashboards.

👉 You willstructure, connect, and automate the entire system so that data and dashboards are reliable, actionable, and easy to leverage.

🧠 Required Expertise

Systems & Automation

• Strongunderstanding of APIs (webhooks, authentication, workflow logic)

• Proficiency with anautomation toolsuch as Make (or similar tools like Zapier), including complex workflows (multi-step processes, error handling)

Care & CRM Tools

• Zendesk (or equivalent): advanced administration (triggers, macros, fields, APIs)

• HubSpot (or equivalent):strong understanding of CRM systems and data structuring

➕ NICE TO HAVE – Data & Manipulation

• SQL (operational level): reading, modifying, and writing simple queries

• AdvancedGoogle Sheets:formulas, data structuring, API connections, pivot tables, Apps Script

Your Responsibilities

1. Quality & System Design — Data, Tools & Standards

• Own the operational architecture of Care tools(Zendesk, HubSpot, Ringover, etc.)

• Structure fields, workflows, and data standards

• Ensure data reliability and consistency

• Make sure dashboards (CSAT, FCR, volume, resolution time, etc.) are built on clean and actionable data

• Regularly audit the ecosystem and drive the necessary improvements

2. Automation & Scalability

• Design the end-to-end automation architecture

• Connect tools(Zendesk, HubSpot, Slack, Google Workspace, etc.) through APIs and Make

• Buildrobust workflows to:

  • Reduce manual tasks

  • Improve processing speed

  • Increase information reliability

• Manage errors, exceptions, and ensure automation maintenance

3. Care Performance & Continuous Improvement

• Identify operational friction points:

  • Backlog

  • High volume on one-off issues → 1 action

  • Escalations

  • High contact rate

  • Low self-service adoption

• Translate these issues into tool and process improvements

• Contribute directly to improving key KPIs:

  • CSAT

  • FCR

  • Resolution time

  • Cost per ticket

  • Customer autonomy

• Work closely with Product, Tech, Sales & CX teams on major structural improvements

4. AI & Augmented Support

• Identify high-impact AI use cases:

  • Deflection

  • Agent assistance

  • Automation of simple tickets

• Connect AI solutionsto existing tools (Zendesk, HubSpot, knowledge base)

• Structure and maintain an actionable knowledge base (content, tagging, maintenance)

• Implement AI-powered workflows:

  • Automated responses

  • Agent suggestions

  • Ticket summaries

• Monitor performance (quality, resolution rate, CSAT) and continuously improve results

• Drive internal adoption and document the architecture

💡 You're Our Ideal Candidate If...

• You see Operations as a business growth lever

• You know how to design systems, not just execute tasks

• You are comfortable working in complex,multi-tool environments

• Youhave strong automation, API, and data manipulation skills

• You are obsessed withdata reliability

• You thinkscalability first, not quick fixes

• You can simplify complex systems without creating bureaucracy

• You collaborate effectively with operational teams (Care, CSM, Sales, etc.)

🤝 Organization

• Cross-functional role supporting 3 teams:

  • B2B Care

  • B2C Care

  • CSM

• Close collaboration with:

  • RevOps (already in place)

  • Data Analysts

  • Operational teams

• Strong ownership of the system while remaining fully integrated with the teams

💰 Compensation & Benefits

• 25 days of paid vacation

• Meal vouchers

• 100% health insurance coverage

• Monthly book budget (up to 12 books per year)

• 100% gym membership reimbursement

• Quarterly Vroomnights + annual offsite to strengthen team spirit

• 50% reimbursement of your public transportation pass

If you do not yet live in Lisbon, we support you with:

• A €650 relocation package (one-time bonus during your first month) + reimbursement of your flight tickets up to €200

• We take care of your NIF registration

Our Recruitment Process

1. Discovery call withJoséphine(Talent Acquisition Specialist) — 30 min

2. Culture fit interview withAlexis (CEO) — 1 hour

3. Case study withJen(CXO) and Sophie (Care Ops)

Joining Vroomly Lisbon means growing within a profitable scale-up and surrounding yourself with expert and committed teams. It also means being part of a strong culture built on transparency, expertise, and proximity, all while living in a city known for its historic neighborhoods, panoramic views, sunshine, and ocean lifestyle.

Ready to join us?

Apply now and become a key player in our growth journey. 🏎️💨