Customer Care Warranties Specialist

B-Parts is building a trusted global eCommerce brand for used auto parts, making it effortless to search and buy original parts. Every day, we help hundreds of repair shops and customers find the best solutions for their vehicles.

With a diverse and talented team, we foster an empowering environment where everyone can thrive and achieve their full potential. If you’re looking to grow your skills in the fast-paced eCommerce world, B-Parts is the perfect place to learn, collaborate, and make an impact.

We are looking for a Tech Customer Care Specialist who will be the technical bridge between our Customer Care team and the automotive reality behind every after-sales case.

At B-Parts, our Customer Care team handles warranties, returns, exchanges and disputes for repair shops and individual customers. In this role you will bring hands-on automotive knowledge to those cases, so we analyse after-sales situations faster and more accurately, and you will share that knowledge with the team.

What is expected in this role:

• Analyse after-sales cases (warranties, returns, exchanges, disputes) from a technical point of view, assessing whether a reported fault is consistent with the part, the vehicle and the evidence provided;
• Evaluate warranty claims on complex parts such as engines, gearboxes and electronics: request the right evidence from customers (photos, diagnostics, workshop reports), open technical tickets and negotiate with suppliers before an exchange or refund is issued;
• Detect misuse, manipulated parts and incorrect fitment, and close those cases properly with both customers and suppliers;
• Support the team on part identification and compatibility questions, helping propose the right alternative part for exchanges;
• Communicate clearly, in writing, with customers (private and professional), suppliers and internal teams, giving timely updates on each case;
• Follow up on claims to make sure every step and deadline is met and the customer is satisfied;
• Internal training: be the Customer Care team's technical Subject Matter Expert, building and delivering short training sessions and knowledge-base content (mechanics, electronics, part identification, common failure causes);
• Identify recurring technical issues and suggest improvements to processes, macros and the knowledge base.

What we are looking for (knowledge, skills and abilities):

• Proven experience in technical roles within the automotive sector, e.g. Mechanic, Mechatronic Technician, Parts Technician/Estimator, Automotive After-Sales (mandatory);
• Fluency in Portuguese and English (mandatory);
• Strong customer and problem-solving orientation;
• Attention to detail and the ability to follow procedures accurately, supported by a knowledge base;
• Planning and organization skills, comfortable with a high volume of written communication;
• Ability to explain technical topics in a simple way and to train colleagues;
• Proficiency with computer tools (experience with Zendesk, Intercom or similar ticketing systems is valued).

What we offer:

• A role where your technical expertise directly improves how we solve customer cases;
• Insurance package and bonus plans ;
• Work in a fast-growing European marketplace for certified used auto parts, with a close, collaborative team in Porto.

Location:

• Hybrid;
• Porto Headquarters.

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