Customer Experience
Pubblicato il 03-09-2026 - Homeby in Italia
Homeby is reshaping property management in Italy, aiming to set a new standard in the alternative accommodations space. We help property owners and agencies improve operations, optimize performance, and maximize profits. Within two years since launch, we have expanded our full-management services across multiple Italian cities and offer our Booking Manager plan nationwide. As Homeby grows, delivering a reliable and consistently high-quality guest experience is becoming increasingly central to our development. We are therefore strengthening our Customer Experience function and investing in better processes, tools, and service standards. Role Description Homeby is looking for an ambitious, empathetic, and highly organized Customer Experience & Support Specialist to join our central team. You will be one of the main points of contact for guests before, during, and after their stay, managing communications, resolving issues, and coordinating with local teams. This is not a traditional customer service role focused only on replying to messages.
We are looking for someone who can understand situations quickly, identify priorities, make sound decisions, and take ownership until each issue is fully resolved. You will work closely with the founders and collaborate with Customer Experience, Reservations, Operations, Property Management, and Onboarding. The preferred working model is hybrid in Milan, although we are also open to evaluating strong candidates interested in working fully remotely. The role includes rotational evening and weekend shifts. Evening shifts will never extend beyond 10:00 p.m. Your responsibilities will include: * Managing guest communications and supporting guests throughout their stay with clear, accurate, and timely information. * Assisting with registration, check-in, property access, and stay-related requests, while identifying and prioritizing urgent situations. * Handling operational issues and complaints, coordinating with internal teams, techni