At Amenitiz, we’re on a mission to simplify hospitality management, whether it's in the bustling streets of Paris or the serene Uyuni Salt Flats of Bolivia.
Empowering over 12,000 hoteliers worldwide, we’re more than just another SaaS scale-up—we’re revolutionizing one of the world’s oldest industries. With over $50 million raised from top-tier VCs who back disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups.
Our team, nearly 400 strong, spans our offices in Barcelona and Medellin. At Amenitiz, we cultivate a culture of positivity and personal growth. Our team members are enthusiastic, thrive on ownership, and excel in collaboration. Every day, we lead by example, prioritizing client satisfaction and executing with excellence. We are committed to making a positive impact wherever we go.
About the role
As a Customer Operations Specialist, you will optimize how we collect, analyze, and act on customer feedback. You’ll drive improvements in team performance and customer satisfaction by managing feedback processes, identifying insights, and leading projects to enhance internal operations and collaboration across departments.
Your missions
- Own the feedback reporting process, ensuring the timely and accurate collection, reporting, and analysis of bugs and feature requests. Constantly look for ways to refine and improve the efficiency of this system.
- Leverage customer data to identify feedback and performance trends, highlighting improvement areas in both product and Customer Success KPIs such as NPS (Net Promoter Score) and Retention Rate.
- Own, manage, and optimize the tools used by the Customer Care department, ensuring that systems and platforms are efficient, effective, and aligned with the team's operational needs. This includes evaluating current tools, implementing improvements, and collaborating with other teams to maintain seamless workflows and tool performance. Ensure the department has the resources needed to deliver excellent customer service.
- Manage and lead initiatives aimed at improving internal operations and collaboration between Customer Success and other teams, such as Product and Engineering. Ensure that all product-related insights are used to enhance team workflows and customer outcomes.
- Act as the primary point of contact for bridging communication between Customer Success and other departments. Ensure product feedback is actioned upon effectively, facilitating a seamless flow of information across teams.
- Identify knowledge gaps within the team regarding the product, provide actionable feedback, and ensure adherence to established processes for feedback reporting.
About you
- You’re comfortable analyzing data and KPIs to generate insights and make informed decisions that enhance product and team performance.
- You excel in a cross-functional environment, acting as a bridge between teams to ensure a unified approach to product feedback and customer satisfaction.
- You have a strong attention to detail, focusing on optimizing processes and maintaining high-quality reporting standards.
- You take initiative and are always looking for ways to drive improvements that boost both operational efficiency and customer happiness.
- Proficient in Excel or Google Sheets, with strong quantitative analysis skills (SQL is a plus).
- Experienced in creating dashboards in BI tools such as Looker, Tableau, or Metabase.
- Familiar with CRM tools such as Zendesk, Hubspot, or Salesforce.
- Experience with Jira administration and automation or similar tools are a nice to have.
Our Benefits
- 💊 Extensive medical, and wellness coverage to ensure you’re feeling great physically and mentally.
- 💰 We provide Stock Options that ensure you have ownership in our success.
- 🥐 Our beautiful and spacious office is located right in the heart of Barcelona (Ronda de Sant Pere). Daily fruits, Tuesday breakfasts, Thursday after-office, and everyday sunshine and views at the rooftop.
- 🎉 We do monthly team-building activities. From sailing the Mediterranean Sea and shows like Cirque du Soleil, to poetry, cooking, or magic workshops.
- 💳 Forget about waiting till the end of the month to get paid. Access your salary any day you want!
- 🍽️ Flexible remuneration: enjoy saving on restaurants, kindergarten, transport, and training.
- 📈 Exponential growth opportunities within an energetic, fast-growing, and international environment (35+ nationalities).
- 📚 Eager to be inspired and learn? We will buy ANY book you want, while also having a deep library with amazing knowledge to trigger your growth.
Backed by investors like Eight Roads, Point Nine, Chalfen Ventures, Backed, and Otium Capital, and with a $30 million Series A under our belt, we’re scaling our hotelier portfolio and diving deep into each of our five main markets. More than anything, we’re having a ton of fun while creating impact and learning along the way.
If you’re a strategic thinker with a passion for driving growth and innovation, we want to hear from you! Apply now to join our team and be a part of our exciting journey at Amenitiz!
