--- title: 'Customer Operations Representative (6m FTC) at Carwow' canonical: 'https://feeny.ai/job/customer-operations-representative-6m-ftc-carwow-porto-n455f1va22hx' type: 'job' last_seen: '2026-10-25' --- # Customer Operations Representative (6m FTC) at Carwow - **Company:** Carwow - **Location:** Porto, Portugal - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-10-19 - **Last confirmed live:** 2026-10-25 - **Apply:** https://jobs.ashbyhq.com/Carwow/9acf51dd-4ef8-4cd0-9e52-ffadceb2a3e4/application > Acts as the first point of contact for customers via phone, email, and chat, resolving issues efficiently while maintaining high satisfaction standards. Manages workload, collaborates with teams, and contributes to process improvements in a fast-paced automotive environment. ## Job description ## THE CARWOW GROUP Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer. What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service. In 2024 we went big and acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million. WHY JOIN US? Shortlisted in the prestigious Culture 100 list of the top Growth companies to work for by Hyer; we also recently raised $52m in funding led by global venture capital firm an early backer of LinkedIn and Shopify, Bessemer Venture Partners, to accelerate our growth plans! As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility – building new experiences, launching new titles and listening to drivers. Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!). Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in! ## THE ROLE - As a Customer Care Agent, you will be the first point of contact for our customers for providing exceptional support to our valued customers across various channels including phone, email, and chat. Workload & Time Management: - Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses - Proactively identify potential bottlenecks and proactively address them to maintain a smooth workflow - Strive to meet or exceed daily/weekly workload targets and response times - Collaborate with your manager to manage workloads effectively during peak period - Handle customer requests in a timely manner. - Demonstrate a professional and positive attitude when dealing with challenging situations. Ownership of Assigned Deliverables: - Take ownership of assigned tasks, ensuring a clear understanding of process goals, timelines, and deliverables - Diligently monitor customer interactions, seek guidance when needed, and implement solutions to ensure customer satisfaction and keep processes on track. - Demonstrate a proactive approach to learning and seeking clarification to ensure accuracy and efficiency. Communication and Collaboration: - Ensure client satisfaction throughout the process lifecycle. - Work effectively with team members, specilaists, and other departments to ensure seamless process execution. - Share knowledge and best practices within the team to enhance overall customer service quality and improve call resolution efficiency. Quality & Accuracy: - Consistently deliver high-quality customer support by adhering to established standards and guidelines. - Pay close attention to detail and accuracy when handling customer information. - Actively seek opportunities for self-improvement and professional development. - Continuously strive for process improvement and identify opportunities to enhance project efficiency and effectiveness. - Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes, improve service quality, and enhance personal performance. Customer Experience & Complaint Resolution: - Strive to minimize escalated calls by resolving customer issues at the first point of contact, proactively addressing their needs, and focusing on swift and satisfactory resolutions. - Share clear insights from customer feedback to help improve products or services. - Maintain a high level of customer satisfaction by providing friendly, personalized and effective support. - Strive to achieve high customer satisfaction and positive reviews by displaying empathy, patience and professionalism when interacting with customers. ## WHAT YOU'LL NEED - You will have experience of working in a busy phone-based environment and making a number of outbound calls and sending emails to our customers. - One of our company values is Proactive - we challenge ourselves to be better and are self-starters. You have a get up and go mentality and understand the search for answers to more complicated questions. - We are Positive, by surrounding ourselves with positive people, we work to stay upbeat when faced with a challenge - We aim to WOW users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. - You have excellent spoken and written English ## INTERVIEW PROCESS - Initial screening with Talent Partner - Interview with Hiring Manager - Culture Interview ## WHAT’S IN IT FOR YOU - Hybrid working (3 days per week in our Porto office) - Competitive salary to fund that dream holiday to Bali - Share options - when we thrive, so do you! - Private Healthcare, for peace of mind - Meal Allowance (8,32€ per working day) - Monthly coaching sessions with Spill - our mental wellbeing partner - Enhanced holiday package, plus Bank Holidays - 28 days annual leave - 1 day for your wedding - 1 day off when you move house - because moving is hard enough without work! - For your third year anniversary, get 30 days of annual leave per year - For your tenth year anniversary, get 35 days of annual leave per year - Option to buy 3 extra days of holiday per year - Work from abroad for a month - Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies - The latest tech (Macbook or Surface) to power your gif-sending talents - Up to £500/€550 home office allowance for that massage chair you’ve been talking about - Generous learning and development budget to help you master your craft - Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for - Refer a friend, get paid. Repeat for infinite money Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally. ## About Carwow ## Company Overview - **One-liner**: Carwow is an online car-changing marketplace that connects consumers with trusted dealers to buy new cars and sell their old ones, supported by one of the world’s most popular motoring YouTube channels. - **Entity Type**: Private (last funding round $52M led by Bessemer Venture Partners) - **Headquarters**: London, United Kingdom - **Founded**: Not provided in search results - **Founders**: James Hind, Alexandra Margolis, David Santoro ## Core Business - **Primary industries**: Online automotive marketplace, car-buying and car-selling services, automotive media and content - **Target customers**: B2C (consumers buying or selling cars) and B2B (car dealers and partners) - **Mission or purpose**: “The car-changing marketplace for life-changing moments” and “give total car confidence” (carwow.co.uk) ## Products & Services - **Carwow Marketplace**: An online platform where consumers configure a new car and receive competitive offers from thousands of trusted dealers – no haggling and no fees (SaaS / marketplace). - **Sell My Car Service**: A service that lets consumers list their used car and get offers from dealers, arranging collection upon acceptance (service). - **Carwow YouTube Channel**: One of the largest car channels on YouTube with 5.8 million subscribers and over 63 million monthly views, featuring drag races, reviews, and automotive news (content / media). - **Autovia Group (acquired 2024)**: Print magazines, additional websites, and a portfolio of automotive brands that extend reach across Europe (media / publishing). ## Market Standing - **Valuation / Market Cap**: Not disclosed - **Key Metric**: Total funding of $52M (most recent round, led by Bessemer Venture Partners) - Gross Merchandise Value (GMV): nearly £3 billion worth of cars bought on the site in the last year; £1.8 billion in cars listed via Sell My Car - **Notable Investors / Partners**: Bessemer Venture Partners (early backer of LinkedIn and Shopify); also “industry-leading investors” (carwow.co.uk) - **Growth Signals**: - 50%+ year-over-year growth - 12 million active users with an “Excellent” Trustpilot rating - 500 employees and counting - Expanded to Germany, Spain, and Portugal - Acquisition of Autovia in 2024 (1.1 billion annual YouTube views, 1.2 million print copies sold, 100 million website visits/year) ## Competitive Advantages - **Massive organic content engine**: The Carwow YouTube channel is a top driver of brand awareness and trust, generating over 63 million monthly views and 9 million subscribers. - **Dual-sided marketplace**: Strong network effects between car buyers and dealers, with a reputation for transparency and “no haggling” model. - **Scale and cross-border reach**: Presence in UK, Germany, Spain, and Portugal plus the Autovia portfolio gives Carwow a European‑wide footprint that competitors struggle to match. - **Trust and customer satisfaction**: 12 million active users and an “Excellent” Trustpilot rating differentiate the brand from other car-buying services. ## Strategic Focus - Scaling the **Sell My Car service** in the UK and accelerating European operations. - Leveraging **AI and data** to drive product innovation and commercial growth (as highlighted by CTO Hizam Sahibudeen). - Continuing to grow and monetise the **Carwow content ecosystem** (YouTube, magazines) as a lead‑generation funnel. - Building a **people‑centric engineering culture** and investing in DEI initiatives to attract top tech talent. ## Why Work Here - Named one of the **Culture 100** – recognised as one of the world’s most progressive tech businesses for building a people‑focused environment. - **Benefits**: Share options, flexible working, £500/€550 home‑office budget, private medical insurance, generous learning and development budget, “Work from anywhere for 1 month” scheme, family‑friendly policies, mental health first aiders and coaching. - **DEI commitment**: Membership in BYP Network (Black Young Professionals), employee‑led Diversity Committees, bi‑annual DEI surveys, fundraising for charities. - **Engineering culture**: CTO-led focus on AI‑native practices and data‑driven decision‑making; engineering blog and data science blog available. - **Offices in London, Munich, Porto, and Winnersh** – hybrid and flexible working arrangements. ## Sources 1. [carwow.co.uk](https://www.carwow.co.uk/about-us?device=m) – About Carwow (company overview, funding, growth) 2. [carwow.co.uk](https://www.carwow.co.uk/jobs) – Careers page (perks, values, 500 employees, Culture 100) 3. [carwow.co.uk](https://www.carwow.co.uk/) – Homepage (product description, FAQ, how it works) 4. [carwow.co.uk](https://www.carwow.co.uk/team) – Team page (leadership, CTO focus on AI, founders) 5. [uk.linkedin.com](https://uk.linkedin.com/company/carwow) – LinkedIn (HQ location, company type, size) ## Other roles at Carwow - [Account Manager (m/w/d)](https://feeny.ai/job/account-manager-m-w-d-carwow-munich-bcrqr2mq31rg) — Munich, Germany - [Sales Development Representative](https://feeny.ai/job/sales-development-representative-carwow-manchester-c49bttzmdnyd) — Manchester, United Kingdom - [Senior BI Analytics Engineer](https://feeny.ai/job/senior-bi-analytics-engineer-carwow-london-rtny0h2jwct2) — London, United Kingdom - [Account Manager](https://feeny.ai/job/account-manager-carwow-london-8gev7e3z6afe) — London, United Kingdom - [Head of GTM & Revenue Operations](https://feeny.ai/job/head-of-gtm-revenue-operations-carwow-london-asf6j0fmd2ej) — London, United Kingdom - [Senior Brand Designer](https://feeny.ai/job/senior-brand-designer-carwow-london-jw5fjfmb63tz) — London, United Kingdom - [Workforce Management Real Time Analyst](https://feeny.ai/job/workforce-management-real-time-analyst-carwow-porto-8a6e5ad4fdyv) — Porto, Portugal - [Technical Engineering Manager](https://feeny.ai/job/technical-engineering-manager-carwow-united-kingdom-7cc6r2swth86) — United Kingdom - [Sales Advisor (m/w/d)](https://feeny.ai/job/sales-advisor-m-w-d-carwow-munich-st1n7npatvbn) — Munich, Germany - [Sales Consultant (m/w/d)](https://feeny.ai/job/sales-consultant-m-w-d-carwow-munich-cjqpx6q15d59) — Munich, Germany