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, authentication * **Zendesk (or similar):** advanced administration, triggers, macros, API, custom fields * **Zapier:** complex workflows, error handling, webhooks, multi\-step zaps * **Google Sheets:** advanced formulas, Apps Script, API integrations, pivot tables * **SQL :** mandatory **Responsibilities** -------------------- ### **1\. System \& Data Quality Design** Manage the operational architecture of Zendesk and CRM for Customer Care: fields, workflows, permissions and processes * Define and enforce clear **data quality standards**: consistency, accuracy, reliability, not cleaning data manually, but designing systems to **prevent errors** * Ensure that existing dashboards (CSAT, FCR, contact volume, resolution time) are powered by **reliable, actionable data** * Regularly audit the Care system and lead improvement initiatives ### **2\. Automation \& Process Scalability** * Design automation flows across Zendesk, HubSpot, Slack, Google Workspace * Implement smart workflows and triggers to reduce manual work, speed up response times and improve data integrity * Synchronize customer data between tools using APIs or Zapier, with sustainable, well\-documented architecture (including possible use of Google Sheets as a connector) ### **3\. Performance Monitoring \& Continuous Improvement** * Identify and address operational bottlenecks: high contact rates, escalations, backlog, low self\-service usage * Drive improvements in key Customer Care KPIs: CSAT, FCR, resolution time, customer autonomy, cost per ticket * Collaborate with Product, Tech, Sales and CX teams on major structural upgrades: new integrations, help center improvements, automation of the customer lifecycle **Objectives :** * Improve **customer satisfaction** * Reduce **operational friction** * Build a **scalable Care system** * Lower **cost per ticket** and reduce **churn** **You're a great fit if :** * You see **Ops as a growth driver**, not a back\-office function * You know how to **design systems**, not just execute tasks * You're proficient with **Zendesk, HubSpot or other CRMs, Zapier, APIs, Google Sheets and automation** * You're focused on **data reliability** and **customer experience** * You prioritize **scalability over quick fixes**, **customer impact over technical complexity** * You make the complex feel simple, without adding red tape ### **Interview process** * Introduction 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 :** **1\. Fast career growth** * We’re a fast\-growing startup, with plenty of opportunities to take ownership and grow quickly * Ongoing training and support to help you perform and evolve * Clear and achievable goals, with personalized development plans **2\. A transparent and supportive culture** * Open, honest and collaborative team environment * Full transparency, including on salaries (from team members to co\-founders) * No fluff, just a strong, respectful team that works together **3\. Meaningful Advantages** * 25 paid vacation days * Meal vouchers * 100% covered health insurance * **€650 relocation bonus** in your first month \+ **up to €200 flight reimbursement** (with proof of purchase) * Unlimited books * 100% covered gym membership with **Urban Sports Club** * **Quarterly team events (Vroomnight)** \+ annual offsite to build team spirit