22 ott - Italia
Smartness
Questa posizione è in Smartness
Il processo di selezione sarà interamente gestito Smartness.
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About the company At Smartness , we are 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. Want to grow with us? Let's go
About the role
Are you a natural problem-solver, great with people, and passionate about technology and AI? We're looking for a Customer Support Specialist to join our team and help hospitality businesses get the most out of Smartness. You don't need years of experience in Customer Support or a background in SaaS. What matters most to us is your attitude, curiosity, ability to learn quickly, and genuine passion for helping people . You'll be the first point of contact for our B2B customers, supporting hotel owners, property managers, and hospitality professionals via chat, email, and phone. You'll work with AI-powered tools, including Claude , to find information, troubleshoot common issues, and deliver fast, accurate, and friendly support. For more complex cases, you'll be able to rely on our experienced Customer Support team. This is a great opportunity for someone who wants to break into the tech industry, gain hands-on experience in a fast-growing SaaS company, and discover how AI is transforming customer support .
This is a shift-based position , including evenings, weekends, and public holidays when required, with a 6-month fixed-term contract . Main responsibilities:
- Help our customers: provide friendly, professional, and solution-oriented support via chat, email, and phone, helping hospitality professionals with their daily questions and requests.
- Use AI to solve problems: leverage tools like Claude and our internal knowledge base to quickly find answers, troubleshoot issues, and make customer interactions smarter and more efficient.
- Find solutions: understand customer needs, investigate common issues, and provide clear, practical answers. Escalate more complex situations to senior team members when necessary.
- Make technology simple: guide customers through our platform, explaining features and processes in a clear, accessible way.
- Keep things organized: document customer interactions, update tickets, and ensure smooth handovers between shifts.
- Share feedback: identify recurring questions and customer pain points, helping the team improve our product, documentation, and support processes.
- Learn and experiment: stay curious,
explore new AI tools, and continuously look for smarter, simpler, and faster ways to deliver great customer support.
What Are We Looking For?
- A natural customer-first attitude: you genuinely enjoy helping people, listening to their needs, and turning frustrating situations into positive experiences.
- Excellent communication skills: you're friendly, empathetic, patient, and able to explain things clearly, even when dealing with challenging situations.
- Fluency in Italian and English , both written and spoken.
- Tech curiosity: you enjoy exploring new digital tools, figuring out how things work, and solving problems independently.
- An AI-driven mindset: you're excited about tools like ChatGPT, Claude, or other AI assistants, and you're curious about how they can make everyday work easier and more effective.
- Problem-solving skills: you're resourceful, proactive, and comfortable looking for solutions rather than waiting for instructions.
- A fast-learning mindset: you're comfortable working in a dynamic environment and picking up new tools and processes quickly.
- Ownership and reliability: you take responsibility for your work, follow through on commitments, and know when to ask for help.
- Flexibility to work rotating shifts , including evenings, weekends, and public holidays when scheduled.
Nice to have (but definitely not required):
- Previous experience in customer-facing roles, such as hospitality, retail, restaurants, reception, or customer service.
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