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 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 than 120 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 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

• Strong understanding of APIs (webhooks, authentication, workflow logic)
• Proficiency with an automation tool such 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
• Advanced Google Sheets: formulas, data structuring, API connections, pivot tables, Apps Script

Your Responsibilities

• 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
• Automation & Scalability
• Design the end-to-end automation architecture
• Connect tools (Zendesk, HubSpot, Slack, Google Workspace, etc.) through APIs and Make

• Build robust workflows to:
• Reduce manual tasks
• Improve processing speed
• Increase information reliability
• Manage errors, exceptions, and ensure automation maintenance
• 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
• AI & Augmented Support

• Identify high-impact AI use cases:
• Deflection
• Agent assistance
• Automation of simple tickets
• Connect AI solutions to 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
• You have strong automation, API, and data manipulation skills
• You are obsessed with data reliability
• You think scalability 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

• Discovery call with Joséphine (Talent Acquisition Specialist) — 30 min
• Culture fit interview with Alexis (CEO) — 1 hour
• 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. 🏎️💨