Head of Customer Care

hace 2 semanas

Barcelona, Barcelona, España Amenitiz A tiempo completo

We started Amenitiz to make technology accessible to independent hoteliers all over the world - whether they are in the heart of Paris or the Uyuni Salt Flats in Bolivia.


At Amenitiz, you'll be working with us toward our shared vision to bring knowledge and innovation to the hospitality industry.

We are committed to empowering independent hoteliers and helping them focus on what matters the most to them:
crafting fantastic experiences for their guests.

Backed by some of Europe's leading investors, Amenitiz is one of the fastest-growing companies in Europe. We welcome amazing talent to join us on our mission of transforming the industry and growing while having fun

Sounds fantastic, but why Amenitiz?

We are building a great product:

Managing and streamlining processes in the hospitality industry can be challenging for independent hoteliers, especially when it comes to handling reservations (overbookings) and reducing online travel agencies (OTAs) fees.


We've built an all-in-one platform that provides property owners with everything they need to attract guests, handle bookings, grow revenue, and craft exceptional guest experiences in the most simple and easy way you can imagine.


Our great team is waiting for you:

We are starting 2023 with +250 team members, we foster a culture of positive vibes, empowering each team member to discover their true potential.

Within Amenitiz you'll find a group of passionate, friendly, and ready-to-take-ownership people, who deliver a committed working environment.

We endeavour to bring our best every day, leading with kindness, and building a client-first culture of success. We are ready to roll up our sleeves and leave the place better than we found it.

Ready to face new challenges?


One of our values at Amenitiz is "Passionate Service", we want to treat our clients like they treat their guests, exceptionally This is why we are now seeking an experienced Head of Customer Care to lead, scale and develop our growing team of Customer Care agents.


We will be rapidly growing the number of clients we have (from 6000 to 13,000) and will be adding over 150 new team members this year so we need someone who is comfortable in a fast pace, high-volume environment who isn't afraid to use automation where needed but is always aware of where the human touch can really add value to our clients.

From day 1 you will lead a team of 3 Team Leaders and 20+ agents, but this will change quickly Not only will you be in charge of maintaining the status quo but, more importantly, how we build the best customer care function in Hospitech that can scale with our ambitious growth plans as a business which could include (and spoiler alert) new geos, exploring new service channels and embracing the bold new world of AI

  • As our Head of Customer Care, you will have 4 commercial objectives:_
  • Ensure that client satisfaction (CSAT and NPS) is worldclass.
  • Keep first reply times low, phone answer rates high
  • Help us become the masters of our customer churn its already very low, but how could we make it lower?
  • Leverage our existing amazing customer reviews to further drive customer advocacy
  • We believe you will achieve these objectives by: (so it would be great it if you have experience with):_
  • Developing and implementing strategies to improve first reply times, phone answer rates, and CSAT and NPS scores
  • Ensuring that all team members are properly trained on product knowledge and customer service best practices
  • Monitoring team performance and make datadriven recommendations for improvement
  • Collaborating with other departments (e.g., product, sales) to address customer issues and improve the customer experience
  • Developing and implementing processes to streamline customer care operations and increase efficiency
  • Developing and implementing a plan for managing peaks in customer activity, including outsourcing where appropriate
  • Manage relationships with outsourcing partners and ensure that service level agreements are met
  • As our Head of Customer Care, you will also have:_
  • Multiple years of experience managing managers in a scaling customer care environment
  • Experience in building customer care teams, aka knowing how to hire the best people and how to continuously help them develop
  • Demonstrable analytical skills, and examples of where you have used data to make key decisions
  • Excellent communication and collaboration skills
  • Ability to work in a fastpaced, dynamic environment
  • Proficiency with Zendesk or similar customer support software
  • Knowledge of QA best practices, including tools such as Klaus preferred

Some of our favorite perks include

  • 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 b

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