Back to jobs

CX Operations Specialist

Barcelona, Spain

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 320 strong, based in beautiful Barcelona. 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 CX Operations Specialist, you will be pivotal in empowering the Customer Care and Onboarding teams to enhance their efficiency and make more informed decisions. You will collaborate with both teams to identify opportunities for improvement, implement streamlined processes, and provide the necessary tools and insights that enable them to work smarter. Your impact will be seen in improved team performance, faster response times, and a more seamless experience for customers. This is a key position that drives operational excellence while ensuring that both teams are equipped to make the best decisions at every step.

Your missions

  • Take full responsibility for managing and optimizing tools used by the Customer Care department, including Zendesk, AI support agents, Jira, and others.
  • Continuously evaluate and improve these tools to ensure they meet the evolving needs of the team and customers.
  • Analyze and streamline processes to guarantee the delivery of memorable customer experiences.
  • Focus on achieving operational efficiency without compromising quality.
  • Lead AI and process automation initiatives to enhance productivity and service delivery.
  • Identify opportunities for automation and implement solutions that empower the team to operate smarter and faster.
  • Build and maintain dashboards and reports that provide actionable insights.
  • Conduct ad hoc analyses to support decision-making and improve performance metrics.

About you

  • Proven experience managing and optimizing CRM tools at an administrator level (e.g., Zendesk, Jira).
  • Strong knowledge of process automation tools and techniques to drive efficiency and scalability.
  • Skilled in analyzing data to extract meaningful insights and support strategic decision-making.
  • Hands-on experience with business intelligence tools to build dashboards and generate reports.
  • Proficient in GSheets and Excel, with the ability to create complex formulas, macros, and data visualizations.

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!

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

What is your notice period?

Select...

Do you need to relocate for this role?

What date can you start with Amenitiz? Please use the following format: DD/MM/YY (eg (15/12/24)

Select...

Do you have the 'right to work' in the country where the role is based?

Select...

What are your salary expectations?

Select...

When you apply to a job on this site, the personal data contained in your application will be collected by Amenitiz Solutions (“Controller”), which is located at  SL,Plaça Urquinaona , 08010 Barcelona and can be contacted by emailing ta-team@amenitiz.com. The Controller's data protection team can be contacted at ta-team@amenitiz.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged as Processor by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located in the European Union, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the Data Privacy Framework. 

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.