Customer Support Specialist - B2C

About Smartness

We are Smartness, and we support small and medium-sized accommodation providers with solutions to help them fight back against the huge hotel chains. We started in 2020 by providing these companies with a dynamic pricing solution  which increase revenue by on average 30%. Last year, we were named one of Italy’s top start-ups, and are the fastest growing B2B SaaS company in the accommodation space in both revenue and number of clients. Today we are working with over 4000 companies in over 20 countries, and steadily growing. Yet, this is only the start of our journey.
Beyond Smartpricing, we've launched a suite of products over the past few years that is growing by more than 10% month-over-month. Our goal is to become one of the leading global players in our industry.

What Will You Do?

We are seeking a motivated and customer-focused individual to join our team as a multilingual Customer Support Specialist. In this role, you 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.

Main responsibilities:

• Customer assistance: respond promptly and professionally to guest inquiries received via chat, email, or phone. Provide accurate, empathetic, and helpful assistance throughout the guest’s stay at our partner properties. When necessary, escalate issues directly to the property manager or staff to ensure timely resolution.

• Issue resolution: analyze and efficiently resolve customer-reported issues, collaborating with internal teams for complex cases. Keep customers informed about the progress of their requests until resolution.

• Customer training: conduct training sessions to demonstrate product features and best practices. Provide tailored resources to enhance customer adoption and efficiency.

• Documentation and knowledge base: manage and update the knowledge base with FAQs and practical guides. Contribute to the creation of clear documentation for new features or product updates.

• Customer advocacy: gather feedback from customers and represent their needs within the organization. Collaborate to improve the product and build strong relationships to increase customer loyalty.

• Monitoring and reporting: track and document customer interactions using CRM or ticketing systems. Analyze trends and report recurring issues to support continuous improvement efforts.

• Collaboration across teams: work closely with internal teams to ensure a seamless customer experience. Share updates and insights during team meetings to improve collaborative processes.

• Upselling and cross-selling opportunities: identify opportunities to recommend services or upgrades that align with customer needs. Present solutions with a value-driven approach to enhance their experience.

• Stay updated: stay informed about new features and industry trends. Participate in internal training to ensure accurate and relevant customer support.

What Are We Looking For?

• At least 5 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 (additional languages are a big plus)

• Previous experience in B2C is also a plus.

• Technical expertise: Proficiency with help desk and messaging platforms (e.g., Zendesk). 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

• SLA and KPI Management: understanding of Service Level Agreements and Key Performance Indicators to uphold customer satisfaction and service quality.

• Soft skills: A proactive attitude, excellent communication skills, and a passion for delivering outstanding customer experiences.

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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.

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