Retention Specialist - French Market

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 14,000 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.

We're a team of 250+ and growing, based in vibrant Barcelona. Here, positivity fuels progress, ownership sparks innovation, and collaboration drives success. Every day, we strive to deliver excellence for our clients while creating an environment where our people can thrive, grow, and make an impact.

About the role

We are dedicated to building and maintaining strong relationships with our valued customers, ensuring their satisfaction and long-term commitment to our services. As a Retention Specialist, you will play a crucial role in reducing churn, improving customer loyalty, and preserving our brand reputation. You will be responsible for managing churn requests, addressing negative reviews, and preventing unpaid or disputed accounts, all of which contribute directly to our company's long-term success.

Your missions

• Respond to 100% of churn requests within 48 hours, ensuring timely and efficient resolution.
• Proactively engage with at-risk customers to understand concerns and offer personalized solutions.
• Develop strategies to prevent churn before it happens, using customer insights and proactive outreach.
• Apply in-depth product knowledge to provide tailored solutions that align with customer needs and business goals.
• Demonstrate active listening and empathy, ensuring that customer concerns are acknowledged and addressed effectively.
• Resolve minor conflicts constructively, fostering long-term customer relationships.
• Develop strategies to encourage satisfied customers to leave positive reviews, strengthening brand trust.
• Implement strategies to prevent unpaid or disputed accounts, reducing "ghost churn."
• Work closely with Finance and Customer Support teams to resolve disputes efficiently.
• Collaborate with Sales, Product, and Customer Support teams to enhance the customer experience and address churn-related issues.
• Provide feedback to internal teams to help shape improvements in onboarding, product usability, and support processes.

About you

• 1+ years of experience in a client-facing role, ideally in the hospitality or SaaS industry.
• Native French speaker, with fluency in English (Spanish or Italian will be a plus)
• Strong problem-solving abilities, with a creative approach to customer retention.
• Persistence and resilience, with the ability to handle objections and turn challenging conversations into positive outcomes.
• Highly organized, with a proactive mindset and a strong willingness to test, learn, and implement new processes

Our Benefits

• Competitive salary - We recognize your hard work and celebrate your success with exciting, performance-based incentives.
• Comprehensive health & wellness coverage - Your physical and mental well-being matter, and we've got you covered.
• Stock options - Be a part of our success with real ownership in Amenitiz.
• A vibrant office in the heart of Barcelona - Our spacious office comes with daily fresh fruit, great coffee, after-work drinks, and a nice patio with endless sunshine.
• Unforgettable team experiences - From sailing the Mediterranean and Cirque du Soleil shows to poetry, cooking, and magic workshops, we love bringing the team together.
• Get paid whenever you want - No need to wait until the end of the month-access your salary anytime.
• Flexible benefits - Save on meals, childcare, transportation, and training with our tailored remuneration options.
• Grow with us - Join a dynamic, fast-growing, and international team (35+ nationalities) with limitless career opportunities.
• Fuel your curiosity - We'll buy you ANY book you want, plus we've built an inspiring library to keep your learning on track.

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!