Customer Experience Operations Specialist

Our client transform back-of-house tech for the hospitality industry, replacing outdated processes with AI-driven solutions. This helps top hotel brands focus on delivering exceptional guest experiences while ensuring efficient operations.

Key Requirements:

🔹 High proficiency in Excel, with experience in using advanced functions, pivot tables, and data analysis tools ;
🔹 Strong problem-solving skills and a keen attention to detail ;
🔹 Ability to work collaboratively in a fast-paced, team-oriented environment ;
🔹 Curiosity, adaptability, and a proactive approach to challenges ;
🔹 Basic project management skills to handle multiple tasks and priorities effectively ;
🔹 English – Fluent

Will be plus:

🔹 Familiarity with tools like Totango, HubSpot, Intercom, Metabase, and Notion. ;
🔹 Exposure to automation tools (e.g., Zapier, Make, or similar platforms). .

What you will do:

🔹 Operational Support: Collaborate with the Onboarding and Customer Success teams to support day-to-day operations, ensuring seamless onboarding and customer satisfaction;
🔹 Data Management: Set up and manage back-office data received from the Onboarding and Customer Success teams, ensuring that all data is accurate, complete, and up-to-date;
🔹 Process Improvement: Identify opportunities for process improvements within the operations workflow, implementing solutions that enhance efficiency and accuracy. ;
🔹 Tool & Tech Management: Maintain CX tools (e.g. CRMs, support platforms like Zendesk, Intercom, Salesforce), ensure integrations work, and manage configurations. ;
🔹 Data Analysis & Reporting: Track customer support metrics (e.g. CSAT, NPS, response times), build dashboards, and deliver insights to improve team performance.