Customer Care Operations Architect

1 semana atrás

Rua Eng António Maria de Avelar Lisbon Portugal Vroomly Tempo inteiro

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.

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

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