CRM Application Engineer

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Oversee the strategic advancement and enhancement of the CRM landscape.

• Ensure that both internal and external customer service teams utilize data and automated workflows to provide an exceptional traveller experience.

• Act as the primary liaison between business units and technical delivery teams for CRM projects.

• Convert high-level business objectives into functional technical specifications and process improvements.

• Manage the configuration, maintenance, and integration of key CRM tools and automated processes.

• Maintain standards for data integrity and system reliability across all customer interactions.

• Assess platform performance and implement continuous improvement initiatives.

• Collaborate with cross-departmental teams to introduce new features and complex system integrations.

• Lead incident management efforts, including root-cause analysis and resolution of technical challenges.

⛳️ Requirements

• At least 3 years of experience in a CRM-focused technical role, such as Analyst or Administrator.

• Proven experience in managing data structures, user access, and API-driven integrations.

• Ability to reconcile business needs with technical feasibility and scalable solutions.

• Proficiency in SQL and scripting languages.

• Background in software development, including MySQL, Javascript, CSS, HTML, PHP, and React.

• Strong analytical skills with a data-driven approach to problem-solving.

• Effective communication skills, especially in conveying complex technical concepts to non-technical audiences.

• Proficiency in English, both written and spoken.

• Experience supporting Customer Care or Customer Success teams (preferred).

• Familiarity with agile development methodologies (preferred).

• Experience in configuring/managing platforms such as VTENext, Salesforce, or Zendesk (a plus).

• Knowledge of AWS infrastructure/services and GITLAB pipelines.

• Understanding of AI-driven service technology and advanced automation solutions.

• Legally authorized to work in the country of employment.

• Must not need visa sponsorship to obtain employment visa status.

🏝️ Benefits

• Shorter workweek (36 hours as full-time), with a half working day on Fridays.

• Flexible working hours, with core hours from 10:00 AM to 4:00 PM.

• Opportunity to work remotely for a defined period each year, in accordance with local regulations.

• “Fri-Yays”: half a day on Friday mornings dedicated to focused work, personal development, learning, and training, with no meetings scheduled.

• Paths for professional and managerial skills development training.

• Access to e-learning platforms such as O'Reilly, Udemy, and Coursera (depending on the department).

• An internal platform providing tailored training content.

• Two paid days off per year for volunteering activities.

• Occasional social events to enhance connections among colleagues.

• Discounts in the travel industry and exclusive staff fares.

• Leave options for parental responsibilities, weddings, bereavements, relocations, etc., in compliance with local laws.