About the role
<div class="content-intro"><p>At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder.</p> <p>We're more than just another SaaS scale-up. We're revolutionizing one of the world's oldest industries. Backed by over $80M from top-tier VCs who support 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.</p> <p>From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day.</p></div><p><strong>About the role</strong></p> <p>As a <strong>Customer Care Specialist </strong>at Amenitiz, you are the primary point of contact for our customers - independent hoteliers and property owners who rely on our platform to run their business day to day. Your role is to resolve issues efficiently, build product confidence, and ensure that every customer interaction leaves them better equipped to get value from Amenitiz.</p> <p>This is a role for someone who combines genuine customer empathy with structured problem-solving. You are not just answering tickets - you are helping hoteliers become self-sufficient on a product that directly improves how they operate.</p> <p><strong>Your missions</strong></p> <ul> <li>Deliver high-quality support across <strong>chat</strong>,<strong> phone</strong>, and <strong>email</strong>, ensuring customers receive timely and effective assistance</li> <li><strong>Guide customers</strong> through the platform, building their product knowledge and reducing dependency on reactive support</li> <li>Diagnose and resolve technical issues with a structured, efficient approach - escalating to Product and Engineering where needed</li> <li>Build strong relationships with customers that contribute to satisfaction, loyalty, and <strong>long-term retention</strong></li> <li><strong>Listen actively</strong> and adapt your communication style to each customer's profile and level of technical familiarity</li> <li>Monitor customer feedback to identify recurring issues and surface opportunities to improve support processes</li> <li>Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loop</li> <li>Stay current on new features and product updates to ensure customers always receive accurate, relevant guidance</li> </ul> <p><strong>About you</strong></p> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2