Overview
Customer Service Jobs in Italy at Smartness
Title: Customer Service
Company: Smartness
Location: Italy
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
What Will You Do?
In this role, you will work primarily on Smartchat, our guest communication platform, supporting the end customers of our partner properties throughout their stay.
You will be the first point of contact for guests, assisting them via chat, email, and phone with any questions or issues related to their experience. From check-in details to special requests, you will ensure fast, accurate, and empathetic support, coordinating with property staff when needed to guarantee a smooth resolution.
You’ll be the voice of Smartness for our users: solving issues, guiding interactions, and collecting insights to continuously improve their experience and the way Smartchat supports guest communication.
This is a shift-based role, with 8-hour shifts scheduled within the 8:30 AM to 10:00 PM time range, including weekends and public holidays, to ensure consistent and high-quality support across all customer touchpoints.
Main Responsibilities
- Provide timely, professional, and empathetic support via chat, email, and phone
- Assist guests during their stay and coordinate with property staff when needed
- Investigate and resolve technical and operational issues
- Collaborate with internal teams on complex cases
- Deliver product training and share best practices with customers
- Maintain and improve help center content (FAQs, guides, documentation)
- Collect and relay customer feedback to improve the product
- Monitor interactions via CRM/ticketing tools and identify recurring issues
- Spot upselling opportunities aligned with customer needs
- Stay up to date with product updates and industry trends
What Are We Looking For?
- 3+ years of experience in Customer Support or similar roles
- Previous experience in the hospitality industry (e.g., hotels, property management companies, front desk/reception roles)
- Familiarity with guest workflows (check-in, check-out, amenities, special requests)
- Fluent in Italian and English (written and spoken)
- Strong communication and problem-solving skills
- Experience with help desk and CRM tools (e.g., Zendesk, HubSpot)
- Ability to manage multi-channel communication
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 projects, regardless of your role or seniority.
- Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals.
- We have fun while working! We are easygoing people.
- Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.
- Remote working with frequent opportunities to meet up.
- Fun and enriching experiences – unforgettable team-building events that go beyond the usual outings.
Still not convinced? Check out our "Work With Us" page for more about our mission, values, and why we love working at Smartness: https://www.smartness.com/en/work-with-us
Before you apply
If you're reading this, it means you're genuinely interested, and that excites us! Here's what you need to know:
- We're highly driven and set our goals higher than most, pushing boundaries others may deem impossible.
- We work much harder than most companies out there.
- Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress.
- We hold ourselves and our team to the highest standards of excellence and culture.
- Should we feel that this role isn't the right match for you, for the benefit of both parties, we may need to part ways.
We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us!
By submitting this application, I agree that my personal data will be collected, processed, and retained by the company solely for the purposes of managing and assessing my candidacy.
