Customer Care Specialist - Italian Market

Amenitiz; Barcelona; On-site; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Health insurance

Stock options

Flexible benefits

Salary on demand

Job summary

Amenitiz is seeking a Customer Care Specialist for the Italian market in Barcelona. You will be the primary contact for independent hoteliers and property owners, resolving issues, building product confidence, and helping customers get value from Amenitiz on a day-to-day basis.

In this role you will deliver high-quality support across chat, phone and email, guide customers through the platform to boost self-sufficiency, and collaborate with Product, Engineering and Customer Success to close the

Qualifications

• Native Italian speaker; fluent in Spanish and English written & spoken.
• Minimum one year of experience in a customer-facing role (chat, phone, or email).
• Strong customer orientation with ability to tailor communication.
• Empathetic, organized and proactive with structured problem-solving.

Responsibilities

• Deliver high-quality support across chat, phone, and email.
• Guide customers through the platform to build product knowledge.
• Diagnose and resolve issues; escalate to Product/Engineering when needed.
• Build relationships to drive satisfaction, loyalty and retention.
• Listen actively and adapt communication to each customer profile.
• Monitor feedback to identify recurring issues and surface improvements.
• Collaborate with Product, Engineering and Customer Success to resolve complex cases.
• Stay updated on new features to provide accurate guidance.

Skills

Italian language

Spanish language

English proficiency

Customer support

Job description

About the role

As a Customer Care Specialist for the Italian market at Amenitiz, you are the primary point of contact for our customers - independent hoteliers and property owners who rely on our platform to run their business day to day. Your role is to resolve issues efficiently, build product confidence, and ensure that every customer interaction leaves them better equipped to get value from Amenitiz.

This is a role for someone who combines genuine customer empathy with structured problem-solving. You are not just answering tickets - you are helping hoteliers become self-sufficient on a product that directly improves how they operate.

Your mission

• Deliver high-quality support across chat, phone, and email, ensuring customers receive timely and effective assistance

• Guide customers through the platform, building their product knowledge and reducing dependency on reactive support

• Diagnose and resolve technical issues with a structured, efficient approach - escalating to Product and Engineering where needed

• Build strong relationships with customers that contribute to satisfaction, loyalty, and long-term retention

• Listen actively and adapt your communication style to each customer's profile and level of technical familiarity

• Monitor customer feedback to identify recurring issues and surface opportunities to improve support processes

• Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loop

• Stay current on new features and product updates to ensure customers always receive accurate, relevant guidance

About you

• Native Italian speaker + fluent in Spanish with strong written and verbal English

• Minimum one year of experience in a customer-facing role - chat, phone, or email support

• Strong customer orientation with the ability to tailor communication to different profiles and situations

• A natural problem-solver: structured in your approach, creative when needed, and calm under pressure

• Empathetic and attentive - you listen to understand, not just to respond

• Organised and proactive, with the ability to manage multiple open cases without losing quality or follow-through

• Comfortable working autonomously while collaborating effectively across teams

Our offer

• Competitive salary with performance-based incentives

• Stock options with a progressive vesting schedule

• Comprehensive health insurance

• Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options

• On-demand salary access - no need to wait until the end of the month

• Any book, purchased for you, plus access to a shared team library

• An international team of 35+ nationalities based in one of Europe's leading tech hubs