Operations Support Specialist - Premium Automotive Client

rpc - The Retail Performance Company; Lisboa; On-site; EUR 32,000 - 48,000; Full time

Job summary

rpc - The Retail Performance Company in Portugal is seeking an Operations Support Specialist to be a key contact for our Premium automotive network. You will provide functional and operational support across day-to-day activities and help navigate processes and tools.

You will work with local and central teams to coordinate issue resolution, identify recurring pain points, and translate feedback into actionable improvements.

Qualifications

• Experience in automotive dealer or network operations is preferred.
• Ability to understand end-to-end business processes.
• Strong communication and service orientation.
• Proactive, hands-on, autonomous mindset.
• Strong analytical skills to identify root causes.
• Ability to coordinate with multiple departments.
• Excellent organizational skills to manage several topics.
• Portuguese language skills and good English level.
• Knowledge of the automotive Agency Model is a plus.

Responsibilities

• Act as a key point of contact for the network, supporting business-related questions, operational issues and day-to-day needs.
• Provide functional support across business processes, tools and daily operations.
• Analyse incoming requests, resolve issues within your area of responsibility and elevate them effectively when support from other teams is required.
• Follow up on incidents through to resolution, ensuring clear and continuous communication with the network.
• Identify recurring issues, operational pain points and opportunities for improvement.
• Coordinate with different local and central teams to facilitate effective problem resolution.
• Maintain and continuously update support materials, FAQs, workarounds and operational documentation.
• Support the rollout of new functionalities, releases and process changes, ensuring they are effectively communicated to the network.
• Gather feedback from Agents and translate it into structured inputs for continuous improvement.
• Contribute to the monitoring and analysis of support KPIs, including incident volumes, resolution times and recurring topics.

Job description

About The Role

We are looking for an Operations Support Specialist to act as a key point of contact for our Premium automotive network in Portugal, providing functional and operational support across day-to-day business activities. This role goes beyond traditional support: you will help the dealer network navigate processes and tools, coordinate the resolution of operational issues, identify recurring pain points, and turn feedback into actionable insights for continuous improvement. You will work closely with both local and central teams, making this an ideal opportunity for someone who understands automotive retail operations and enjoys connecting people, processes and business needs.

Your Responsibilities

• Act as a key point of contact for the network, supporting business-related questions, operational issues and day-to-day needs.
• Provide functional support across business processes, tools and daily operations.
• Analyse incoming requests, resolve issues within your area of responsibility and elevate them effectively when support from other teams is required.
• Follow up on incidents through to resolution, ensuring clear and continuous communication with the network.
• Identify recurring issues, operational pain points and opportunities for improvement.
• Coordinate with different local and central teams to facilitate effective problem resolution.
• Maintain and continuously update support materials, FAQs, workarounds and operational documentation.
• Support the rollout of new functionalities, releases and process changes, ensuring they are effectively communicated to the network.
• Gather feedback from Agents and translate it into structured inputs for continuous improvement.
• Contribute to the monitoring and analysis of support KPIs, including incident volumes, resolution times and recurring topics.

What We’re Looking For

• Ideally, previous experience or strong knowledge of automotive dealer/network operations, particularly in areas such as Sales, Sales Operations, Customer Journey or commercial processes.
• Ability to understand end-to-end business processes, beyond individual systems or tools.
• Strong communication and service orientation, with the ability to build effective relationships with the network.
• A proactive, hands-on and solution-oriented mindset, with a high level of autonomy.
• Strong analytical skills and the ability to identify root causes, rather than simply forwarding or escalating tickets.
• Ability to work cross-functionally and coordinate effectively with multiple departments and stakeholders.
• Strong organisational skills and the ability to manage and follow up on several topics simultaneously.
• Portuguese language skills and a good level of English, as the role requires regular interaction with Central teams.
• Knowledge of the automotive Agency Model would be a strong advantage.

Why Join Us?

This is an opportunity to take on a highly connected role at the heart of automotive retail operations, combining network support, problem-solving, stakeholder coordination and continuous improvement. If you enjoy understanding how a business works end-to-end, solving operational challenges and helping a network perform at its best, we would be happy to hear from you.