Customer Care Specialist

Amenitiz

At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder. 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. From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day. About the role As a Customer Care Specialist 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. 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. Your missions * Deliver high-quality support across chat, phone, and email, ensuring customers receive timely and effective assistance * Guide customers through the platform, building their product knowledge and reducing dependency on reactive support * Diagnose and resolve technical issues with a structured, efficient approach - escalating to Product and Engineering where needed * Build strong relationships with customers that contribute to satisfaction, loyalty, and long-term retention * Listen actively and adapt your communication style to each customer's profile and level of technical familiarity * Monitor customer feedback to identify recurring issues and surface opportunities to improve support processes * Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loop * Stay current on new features and product updates to ensure customers always receive accurate, relevant guidance About you * Fluent in French (native) + strong written and verbal English * A second language - ideally Spanish - is a strong plus * Minimum one year of experience in a customer-facing role - chat, phone, or email support * Strong customer orientation with the ability to tailor communication to different profiles and situations * A natural problem-solver: structured in your approach, creative when needed, and calm under pressure * Empathetic and attentive - you listen to understand, not just to respond * Organised and proactive, with the ability to manage multiple open cases without losing quality or follow-through * Comfortable working autonomously while collaborating effectively across teams Our offer * Competitive salary with performance-based incentives * Stock options - with a back-loaded vesting schedule * Comprehensive health insurance * Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options * On-demand salary access - no need to wait until the end of the month * Any book, purchased for you, plus access to a shared team library * An international team of 35+ nationalities based in one of Europe's leading tech hubs   Apply now to join our team and be a part of our exciting journey at Amenitiz!

Amenitiz

At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder. 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. From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day. About the role We are looking for an experienced Manager of Customer Success to lead our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across our Tier 3 segment. In this high-visibility role, you will own both strategy and execution for a team of five Customer Success Specialists. You will be responsible for improving retention among customers who have submitted churn requests, while also building a proactive, data-driven approach to identify and mitigate risk earlier, reducing churn before it happens. This is a pivotal moment for the team as we transition from a reactive, churn-request-led model to a proactive Customer Success motion focused on preventing churn and scaling retention impact. YOUR MISSIONS  * Lead, coach, and develop a team of 5 Customer Success Specialists managing Tier 3 accounts, fostering a culture of accountability, customer-centricity, and continuous improvement. * Drive the transformation from a reactive retention model to a proactive Customer Success approach by implementing data-driven churn prevention strategies and identifying customer risks early. * Own and drive Net Revenue Retention (NRR) targets for the Tier 3 segment, continuously improving retention outcomes and reducing churn. * Monitor and leverage customer health signals, including product usage, engagement, support interactions, and NPS, to proactively manage account risk. * Conduct regular 1:1s, performance reviews, and coaching sessions to build a high-performing and engaged team. * Maintain a hands-on approach by supporting customer conversations and stepping in when additional team capacity is needed. * Design, document, and continuously optimize scalable Customer Success processes and workflows. * Partner with Revenue Operations to improve reporting, automate workflows, and ensure data-driven prioritization of team efforts. * Establish clear operational standards, escalation paths, and service-level expectations for the Tier 3 segment. * Collaborate closely with Sales, Care, Marketing, Product, and Revenue Operations teams to deliver a seamless customer experience, identify growth opportunities, and drive continuous improvement through customer feedback. About you * 5+ years of experience in a customer-facing role, including at least 2–3 years in a people management or team leadership position. * Proven success driving retention, reducing churn, and improving Net Revenue Retention in a B2B SaaS environment. * Experience designing, implementing, and optimizing Customer Success processes and workflows. * Strong analytical skills with the ability to interpret customer health data, cohort analyses, and churn metrics to inform decisions. * Excellent communication, coaching, and stakeholder management skills, with the ability to lead teams through change. * Full professional proficiency in both French and English, written and spoken. Our Benefits * Competitive salary + performance bonus tied to forecast accuracy and GTM outcomes * Stock options - with a back-loaded vesting schedule * Comprehensive health insurance * On-demand salary access - no need to wait until the end of the month * A documented career path - with clear KPIs at every level * Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options * Any book, purchased for you, plus access to a shared team library * An international team of 35+ nationalities based in one of Europe's leading tech hubs #LI-CL1 Apply now to join our team and be a part of our exciting journey at Amenitiz!

Elastic

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. What is the Role We are actively seeking a Customer Architect with an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions.  We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical. This key role involves not only driving the consumption of our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.  As a Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer’s expectations. . Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio.  In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers goals and critical metrics. The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide and effectiveness aligned to the customer’s business goals. By actioning this plan , you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction. From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands-on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a commitment to making their journey with Elastic solutions successful and valuable. Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic solutions, with the ultimate goal of growing annual recurring revenue (ARR). What Will You Be Doing * Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre-sales engineer), to provide ongoing technical coverage and support, while the account team focuses on identifying new deals. * Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve their business objectives. * Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions. * Understand and articulate the value proposition of Elastic solutions and align them with the customer's business goals. * Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions. * Liaise between customers and support, as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer. * As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer. * Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Elastic solutions. * Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR). * Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR. * Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption. * The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement   What You Bring * Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred. * Fluency in English is required for this role.  * Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, with hands-on experience with Elastic solutions or equivalent technologies. * Experienced with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic stack (Elasticsearch, Logstash, Kibana) and how to align them with business objectives is a plus.  * Excellent communication and presentation skills. * Strong social skills, with the ability to establish relationships with customers and team members. * Demonstrated problem-solving skills, with a track record of delivering innovative solutions. * Ability to lead multiple projects simultaneously and meet deadlines.   #LI-PF1 ADDITIONAL INFORMATION - WE TAKE CARE OF OUR PEOPLE As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. * Competitive pay based on the work you do here and not your previous salary * Health coverage for you and your family in many locations * Ability to craft your calendar with flexible locations and schedules for many roles * Generous number of vacation days each year * Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service * Up to 40 hours each year to use toward volunteer projects you love * Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.