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.