Junior Customer SupportB
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 from mistakes, and move forward.
A place where your voice matters – meetings provide space for new ideas and p
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 from mistakes, and move forward.
A place where your voice matters – meetings provide space for new ideas and p