Agicap

Care & Integration Engineer, Ops

Agicap

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

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Tech Stack

Tableau

About the role

  • Reporting directly to the VP of Operations, you will play a key role in Agicap’s journey to exceed €100M in ARR over the coming years.
  • The CS Care & Integration Engineer Ops will be a key builder within the CS Operations team, responsible for designing, implementing, and maintaining world-class, scalable processes specifically within Customer Care and the Integration phase of the customer lifecycle.
  • This role focuses on ensuring process quality and efficiency in these key areas, aiming to improve customer satisfaction, decrease contact rates, and contribute to the overall goal of increasing efficiency and maximizing Revenue per FTE.
  • Build, maintain, and evaluate the quality and efficiency of the Integration and Customer Care processes.
  • Map and standardize all critical workflows, designing clear playbooks for the Data Integration phase of the customer journey.
  • Define and set Turnaround Times (TAT) and Service Level Agreements (SLA) for Integration completion and Care response/resolution/satisfaction.
  • Conduct Bottleneck Analysis using tools like Gainsight CTAs to track the Integration process and identify where it stalls.
  • Lead Root-cause Analysis, utilizing customer data to track customer issues and identify opportunities to improve customer satisfaction and decrease contact rate.

Requirements

  • Seniority: 3–5 years of professional experience, with a focus on process improvement, operational excellence, or customer support operations.
  • Focus: Strong experience in Customer Success Operations (CS Ops) or Revenue Operations (RevOps).
  • Project Management: Demonstrated capability in cross-functional program management.
  • Domain Alignment: Proven familiarity with complex data integration and Customer Care projects, including technical setup and key performance indicator (KPI) definition.
  • System Architecture: Capable of fulfilling the responsibilities of a "Systems Architect" persona, showing strong capabilities in process mapping and tooling architecture to optimize workflows and ensure scalability.
  • Automation: Demonstrated focus and ability to leverage automations within operational processes.
  • Data & BI: Strong data analysis skills, including KPI analysis.
  • Tools: Proficient with Business Intelligence (BI) tools (e.g., Looker, Tableau), CRM tools (e.g., Intercom, Zendesk, Gainsight), and advanced use of Excel.
  • Adaptability: Ability to adapt quickly to a fast-scaling and changing environment.
  • Execution: A 'doer' mindset, excited by getting things done and driving change on a daily basis.
  • Communication: Excellent oral and written communication skills.
  • Language: Fluent English required for global standardization.
Benefits
  • A competitive base salary **+** performance bonus
  • A hybrid work set-up: 2 remote days/week
  • 25 paid vacation days (+ national holidays)
  • Daily lunch allowance + 100 % public transport pass reimbursement
  • Private health insurance 100% covered by Agicap
  • State-of-the-art work equipment
  • A clear career path – 30 % of our Lisbon team was promoted or made a lateral move last year (Hi Margaux, Camilla & Manon!)
  • A key moment to join a fast-growing startup and contribute to the creation of our new international hub (opened in April 2023)
  • A beautiful , modern office in the heart of Lisbon, right in one of Europe’s top rising tech hubs
  • An entrepreneurial, empowering work environment where autonomy meets team spirit – learn fast, take ownership, and grow together as we scale Agicap internationally.
  • A fun, energetic team where we celebrate with regular after-work drinks on our rooftop, off-sites (last one: surfing in Caparica), and an annual Global off-site with all Agicapians

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
process improvementoperational excellencecustomer success operationsrevenue operationscross-functional program managementdata integrationKPI definitionprocess mappingautomationdata analysis
Soft skills
adaptabilityexecutioncommunication