Junior Customer SupportB
Pubblicato il 25-10-2026 - Smartness in Verona
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.
- Experience with help desk, CRM, or ticketing tools.
- Personal projects or hands-on experimentation with AI tools, automation, no-code platforms, or other technologies.
- Familiarity with the hospitality or SaaS industry.
What do we offer?
- Work in a small and top-performing team that moves extremely fast where you are extremely important.
- Work without having to deal with jerks and ego-maniacs.
- The opportunity to join one of the best travel-tech sales teams in Europe.
- A place where your talent can blossom.
- An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn fr