Customer Support B2B

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!

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 support B2B customers across ITA & Global market, ensuring their success and long-term satisfaction with our SaaS platform. You will work closely with internal teams, handle technical and operational requests, and act as a trusted partner for our clients, contributing to continuous product and service improvement.

• Customer assistance: respond promptly and professionally to B2B customer inquiries via chat, email, or phone. Support hotel teams, property managers, and business stakeholders in their daily operations, ensuring clear, reliable, and solution-oriented communication. When needed, escalate issues to the appropriate internal or external stakeholders to ensure timely resolution.
• Issue resolution: analyze and efficiently resolve customer-reported issues, coordinating with internal technical and product teams for more complex cases. Keep clients informed throughout the resolution process, maintaining transparency and trust.
• Customer training: deliver onboarding sessions, training calls, and webinars to demonstrate product features, workflows, and best practices. Adapt training to different roles and levels of seniority within customer organizations to maximize adoption and value.
• Documentation and knowledge base: maintain and improve onboarding materials, FAQs, and operational guides tailored to B2B customers. Contribute to documentation for new features and product updates, ensuring clarity and usability for professional users.
• Customer advocacy: collect structured feedback from customers and represent their needs internally. Collaborate with Product, Sales, and Customer Success teams to improve the platform and strengthen long-term customer relationships.
• Monitoring and reporting: track customer interactions and activities using CRM and ticketing systems. Analyze recurring issues, usage patterns, and feedback to support continuous improvement and scalability across the Global market.
• Collaboration across teams: work closely with Sales, Customer Success, Product, and Engineering teams to ensure a consistent and high-quality customer experience. Share insights and updates during team meetings to improve internal alignment and processes.
• Upselling and cross-selling opportunities: identify opportunities to suggest additional services, features, or upgrades that align with customer business goals. Present solutions with a consultative, value-driven approach rather than a transactional one.
• Stay updated: stay informed about new product features, industry trends, and hospitality best practices in the Global market. Participate in internal training to continuously improve product knowledge and support quality.

• At least 3 years of experience in Customer Support, Customer Success, or a similar B2B-facing role.
• Ability to contribute to or support the setup and scaling of a customer support function.
• Excellent written and verbal communication skills in English and Italian.
• Previous experience in B2B SaaS environments is highly valued; B2C experience is a plus.
• Technical expertise: hands-on experience with help desk and messaging platforms (e.g. Zendesk) and CRM/ticketing tools (e.g. Hub Spot).
• Ability to manage multi-channel communication (email, chat, phone, Whats App, OTA or partner platforms).
• Good understanding of the hospitality industry and B2B hotel operations (front office workflows, operations, guest communication, revenue or distribution processes).
• Data analysis skills: confidence using Excel and Google Sheets to…