Retention & Automation Operations - Lisbon (M/F)

Vroomly is an all-in-one digital platform connecting auto repair shops with their customers and suppliers, with more than 6,000 active garages. As the operational architect of Customer Care, you will design, strengthen, and scale the Care system (tools, data, and processes) to ensure a fast, seamless, and measurable customer experience. Working cross-functionally across B2B, B2C, and CSM teams, you will optimize and connect Zendesk, Ringover, and HubSpot and collaborate with Data Analysts on dashboards.

Required expertise

• Strong understanding of APIs (webhooks, authentication, workflow logic).

• Proficiency with an automation tool such as Make or Zapier, including complex multi-step workflows and error handling.

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

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

• Nice to have: operational SQL and advanced Google Sheets (formulas, API connections, pivot tables, Apps Script).

Responsibilities

• Own the operational architecture of Care tools (Zendesk, HubSpot, Ringover), structuring fields, workflows, and data standards and ensuring data reliability.

• Ensure dashboards (CSAT, FCR, volume, resolution time) are built on clean, actionable data, and regularly audit the ecosystem.

• Design the end-to-end automation architecture, connecting tools through APIs and Make to reduce manual tasks and improve processing speed and reliability.

• Identify operational friction points (backlog, escalations, high contact rate, low self-service adoption) and translate them into tool and process improvements.

• Contribute directly to improving key KPIs: CSAT, FCR, resolution time, cost per ticket, and customer autonomy.

• Identify high-impact AI use cases (deflection, agent assistance, automation of simple tickets) and connect AI solutions to existing tools.

• Structure and maintain an actionable knowledge base and implement AI-powered workflows: automated responses, agent suggestions, and ticket summaries.

• Monitor performance, drive internal adoption, and document the architecture.

Ideal candidate

• You see Operations as a business growth lever and design systems, not just execute tasks.

• You are comfortable in complex, multi-tool environments with strong automation, API, and data manipulation skills.

• You are obsessed with data reliability and think scalability first, not quick fixes.

• You can simplify complex systems without creating bureaucracy and collaborate effectively with operational teams.