Customer Experience Operations Specialist Miami, FL

Customer Experience Operations Specialist

Miami, FL

We are seeking a motivated and detail-oriented Customer Experience Operations Specialist to join our team. In this role you will ensure the smooth and efficient operation of our platform, supporting internal teams and customers. You will work closely with the Onboarding and Customer Success departments to support day‑to‑day operations and maintain data accuracy.

As a key member of our operations team, you’ll play a vital role in optimizing the systems and workflows that drive customer satisfaction and operational excellence. Your work directly impacts how efficiently our customers onboard and scale with Reeco.

This is a unique opportunity to grow within one of the fastest‑growing startups in hospitality tech. As our operations evolve, you’ll have room to shape processes, explore automation, and take on more responsibility.

** Please note that this position is on‑site only in our Miami, FL office.**

• Operational Support: Collaborate with Onboarding & Customer Success to support day‑to‑day operations, ensuring seamless onboarding and customer satisfaction.
• Data Management: Set up and manage back‑office data received from Onboarding and Customer Success, ensuring accuracy, completeness, and up‑to‑date information.
• Process Improvement: Identify opportunities for process improvements within the operations workflow and implement 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 (CSAT, NPS, response times), build dashboards, and deliver insights to improve team performance.

Mandatory:

• High proficiency in Excel, advanced functions, pivot tables, and data analysis tools.
• Strong problem‑solving skills and 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.

Optional / Nice to Have:

• Familiarity with tools like Totango, Hub Spot, Intercom, Metabase, and Notion.
• Exposure to automation tools (e.g., Zapier, Make, or similar platforms).

A competitive salary package and comprehensive benefits, including health insurance, retirement plans, and paid time off.

The opportunity to grow with a fast‑paced startup and take on increased responsibilities as we expand.

Work with a talented and passionate team dedicated to transforming the hospitality industry through technology.

A dynamic office in Miami, FL, offering high‑end amenities and perks for all of our employees.

Ready to join a company where your work has real impact? Send us your résumé, and don’t forget to share why Heartt resonates with you.

At Reeco, we believe in working smart, staying humble, and always bringing our best. Let’s change the future of hospitality together. Only Qualified leads will be answered.