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 over 2.5 million product references.

We believe that a uto 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 than 120 employees , split between:

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Paris ( product, marketing, purchasing, supply)

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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 a solid 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 a cosmopolitan environment.

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

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

Job Description

You are the operational 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 with Data Analysts to create, modify, and validate dashboards.

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

🧠 Required Expertise

Systems & Automation

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

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Proficiency with an automation tool such as Make (or similar tools like Zapier), including complex workflows (multi-step processes, error handling)

Care & CRM Tools

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

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

➕ NICE TO HAVE – Data & Manipulation

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

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Advanced Google Sheets: formulas, data structuring, API connections, pivot tables, Apps Script

Your Responsibilities

• Quality & System Design — Data, Tools & Standards

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

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Structure fields, workflows, and data standards

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Ensure data reliability and consistency

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

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Regularly audit the ecosystem and drive the necessary improvements

• Automation & Scalability

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Design the end-to-end automation architecture

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

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Build robust workflows to

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Reduce manual tasks

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Improve processing speed

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Increase information reliability

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Manage errors, exceptions, and ensure automation maintenance

• Care Performance & Continuous Improvement

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Identify operational friction points

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Backlog

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High volume on one-off issues → 1 action

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Escalations

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High contact rate

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Low self-service adoption

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Translate these issues into tool and process improvements

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Contribute directly to improving key KPIs

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CSAT

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FCR

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Resolution time

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Cost per ticket

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Customer autonomy

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

• AI & Augmented Support

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Identify high-impact AI use cases

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Deflection

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Agent assistance

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Automation of simple tickets

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Connect AI solutions to existing tools (Zendesk, HubSpot, knowledge base)

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

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Implement AI-powered workflows

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Automated responses

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Agent suggestions

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Ticket summaries

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

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Drive internal adoption and document the architecture

💡 You're Our Ideal Candidate If...

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You see Operations as a business growth lever

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You know how to design systems, not just execute tasks

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You are comfortable working in complex, multi-tool environments

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You have strong automation, API, and data manipulation skills

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You are obsessed with data reliability

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You think scalability first, not quick fixes

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You can simplify complex systems without creating bureaucracy

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

🤝 Organization

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Cross-functional role supporting 3 teams

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B2B Care

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B2C Care

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CSM

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Close collaboration with

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RevOps (already in place)

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Data Analysts

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Operational teams

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

💰 Compensation & Benefits

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25 days of paid vacation

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Meal vouchers

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100% health insurance coverage

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Monthly book budget (up to 12 books per year)

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100% gym membership reimbursement

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Quarterly Vroomnights + annual offsite to strengthen team spirit

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50% reimbursement of your public transportation pass

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

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

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We take care of your NIF registration

Our Recruitment Process

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Discovery call with Joséphine (Talent Acquisition Specialist) — 30 min

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Culture fit interview with Alexis (CEO) — 1 hour

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Case study with Jen (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. 🏎️💨