Customer Care Specialist - Italian Market

Amenitiz; España; On-site; EUR 22,000 - 32,000; Full time

Benefits offered by this job

Comprehensive health insurance

Stock options with vesting schedule

25 days holidays (increase over time)

Lunch allowance €10/day when in office

Flexible benefits and salary options

On-demand salary access

Team library access

Job summary

Amenitiz is seeking a Customer Care Specialist for the Italian market. You will be the main contact for independent hoteliers and property owners, resolving issues and guiding users to self-sufficiency in a product that enhances their daily operations.

You will handle chat, phone, and email support, tailor communications to diverse users, and work with Product, Engineering, and Customer Success to improve the support experience. English, Italian, and Spanish fluency are essential.

Qualifications

• Native Italian speaker with fluent Spanish and strong English.
• Minimum one year in a customer-facing role.
• Ability to tailor communication to different profiles and situations.
• Structured, calm problem solver with proactive approach.

Responsibilities

• Deliver high-quality support across chat, phone, and email.
• Guide customers through the platform to build product knowledge and reduce dependency on reactive support.
• Diagnose and resolve technical issues with a structured approach; escalate to Product/Engineering as needed.
• Build strong relationships to drive satisfaction, loyalty, and retention.
• Listen actively and adapt your communication to each customer’s profile and technical familiarity.
• Monitor feedback to identify recurring issues and surface process improvements.
• Collaborate with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loop.
• Stay current on new features and product updates to provide accurate guidance.

Skills

Empathy

Problem solving

Active listening

Communication tuning

Organization

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




• 25 days of holidays from day one, rising to 28 after your first year and 30 after two years




• €10 a day for lunch through our virtual canteen, Kombo, every day you work from the office




• 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

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