Care Ops Manager - Lisbon (M/F)

Vroomly is the all-in-one B2B and B2C SaaS platform that simplifies and optimizes garage management.Founded in 2017, Vroomly supports over 7,000 garages and attracts more than 2 million monthly visitors on the customer side. 🙌👉 For garages:Our B2B marketplace, Vroomly Parts, lets garages order from a catalog of 2.5 million spare parts, at the best price, with fast delivery.They also use Vroomly Pro, their digital co-pilot for managing appointments, quotes, invoices and more, helping them increase operational efficiency and profitability.👉 For drivers:On the B2C side, http://vroomly.com helps motorists compare garages, book appointments, and receive accurate, transparent quotes, all in just a few clicks.We’re now expanding internationally, taking the next step in transforming the automotive experience. 🌍Ready to make an impact with us?We can’t wait to meet you! 👇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.Expertise APIs: understanding of APIs, webhooks, authenticationZendesk (or similar): advanced administration, triggers, macros, API, custom fieldsZapier: complex workflows, error handling, webhooks, multi-step zapsGoogle Sheets: advanced formulas, Apps Script, API integrations, pivot tablesResponsibilities System & Data Quality DesignManage the operational architecture of Zendesk and CRM for Customer Care: fields, workflows, permissions and processesDefine and enforce clear data quality standards: consistency, accuracy, reliability, not cleaning data manually, but designing systems to prevent errorsEnsure that existing dashboards (CSAT, FCR, contact volume, resolution time) are powered by reliable, actionable dataRegularly audit the Care system and lead improvement initiatives Automation & Process ScalabilityDesign automation flows across Zendesk, HubSpot, Slack, Google WorkspaceImplement smart workflows and triggers to reduce manual work, speed up response times and improve data integritySynchronize customer data between tools using APIs or Zapier, with sustainable, well-documented architecture (including possible use of Google Sheets as a connector) Performance Monitoring & Continuous ImprovementIdentify and address operational bottlenecks: high contact rates, escalations, backlog, low self-service usageDrive improvements in key Customer Care KPIs: CSAT, FCR, resolution time, customer autonomy, cost per ticketCollaborate with Product, Tech, Sales and CX teams on major structural upgrades: new integrations, help center improvements, automation of the customer lifecycleObjectives :Improve customer satisfactionReduce operational frictionBuild a scalable Care systemLower cost per ticket and reduce churn🚀 You're a great fit if :You see Ops as a growth driver, not a back-office functionYou know how to design systems, not just execute tasksYou're proficient with Zendesk, HubSpot or other CRMs, Zapier, APIs, Google Sheets and automationYou're focused on data reliability and customer experienceYou prioritize scalability over quick fixes, customer impact over technical complexityYou make the complex feel simple, without adding red tapeInterview processIntroduction call with Mélody (Talent Acquisition Specialist)Culture & fit interview with Jen (Customer Experience Officer)Case study with Jen & Martin (Chief of Staff)Our Benefits – Because Your Well-being Matters : Fast career growthWe’re a fast-growing startup, with plenty of opportunities to take ownership and grow quicklyOngoing training and support to help you perform and evolveClear and achievable goals, with personalized development plans A transparent and supportive cultureOpen, honest and collaborative team environmentFull transparency, including on salaries (from team members to co-founders)No fluff, just a strong, respectful team that works together Meaningful Advantages25 paid vacation daysMeal vouchers 100% covered health insurance€650 relocation bonus in your first month + up to €200 flight reimbursement (with proof of purchase)Unlimited books100% covered gym membership with Urban Sports ClubQuarterly team events (Vroomnight) + annual offsite to build team spirit