Customer Support Specialist B2C

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 Linked In Startups, we are on a mission to scale globally. Want to grow with us? Let’s go!

What Will You Do? We are looking for 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.

• 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.

• At least 3 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 (German language is 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., Hub Spot)
• Ability to manage multi-channel communication (Whats App, 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.

• Work in a small and top-performing team that moves extremely fast where you are extremely important.
• 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 –…