B2C Customer Support Specialist

About The CompanySmartness is building the future of hospitality tech. Our SaaS helps lodging providers boost revenues by 30%+ and get more direct bookings. We are the fastest-growing B2B SaaS in the industry, trusted by 4,000+ clients across 40+ countries, with billions of euros in bookings processed. Backed by top international investors and named one of Italy's Top 10 LinkedIn Startups, we are on a mission to scale globally.About The RoleCustomer Support Specialist – a multilingual, customer‑focused individual who will provide exceptional support to our customers, ensuring their success and satisfaction with our SaaS platform. You will collaborate with internal teams, resolve technical issues, and act as a customer advocate to help drive product improvements.ResponsibilitiesRespond promptly and professionally to guest inquiries received via chat, email, or phone, providing accurate, empathetic, and helpful assistance throughout the guest’s stay at our partner properties.Analyze and efficiently resolve customer‑reported issues, collaborating with internal teams for complex cases and keeping customers informed about the progress of their requests until resolution.Conduct training sessions to demonstrate product features and best practices, providing tailored resources to enhance customer adoption and efficiency.Manage and update the knowledge base with FAQs and practical guides, contributing to the creation of clear documentation for new features or product updates.Gather feedback from customers and represent their needs within the organization, collaborating to improve the product and build strong relationships to increase customer loyalty.Track and document customer interactions using CRM or ticketing systems, analyzing trends and reporting recurring issues to support continuous improvement efforts.Work closely with internal teams to ensure a seamless customer experience, sharing updates and insights during team meetings to improve collaborative processes.Identify opportunities to recommend services or upgrades that align with customer needs, presenting solutions with a value‑driven approach to enhance their experience.Stay informed about new features and industry trends, participating in internal training to ensure accurate and relevant customer support.QualificationsAt least 3 years in Customer Support or a similar role.Ability to set up and manage a customer support team.Excellent written and verbal communication in English and Italian (German languages is a big plus).Previous experience in B2C is also a plus.Proficiency with help desk and messaging platforms (e.g., Zendesk) and experience with CRM and ticketing tools (e.g., HubSpot).Ability to manage multi‑channel communication (WhatsApp, email, OTA platforms, etc.).Knowledge of the hospitality industry and common guest workflows (check‑in, check‑out, amenities, special requests, etc.).Data analysis skills: proficiency with Excel and Google Sheets to monitor performance metrics, along with familiarity with BI tools like Tableau or Looker for advanced analytics.Familiarity with escalation protocols and guest issue resolution in hospitality settings.Understanding of Service Level Agreements and Key Performance Indicators to uphold customer satisfaction and service quality.A proactive attitude, excellent communication skills, and a passion for delivering outstanding customer experiences.BenefitsWork within a small, top‑performing team that moves extremely fast where you are extremely important.Opportunity to join one of the best travel‑tech sales teams in Europe.An environment where your talent can blossom.Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet ambitious goals.Fun and enriching experiences – unforgettable team‑building events that go beyond the usual outings.Remote working with frequent opportunities to meet up.Before You ApplyWe are highly driven and set our goals higher than most, pushing boundaries others may deem impossible.We work much harder than most companies out there.Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress.We hold ourselves and our team to the highest standards of excellence and culture.If this role isn’t the right match for you, for the benefit of both parties, we may need to part ways.We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us#J-18808-Ljbffr