B2B Hospitality Support Specialist - Remote (Italian/English)

Smartness; Italia; Remote; EUR 30,000 - 40,000; Full time

Benefits offered by this job

Remote working

OTE incentives

Job summary

Smartness is seeking a Customer Support Specialist to assist hospitality businesses, acting as the first point of contact via chat, email, and phone. You will work with AI-powered tools like Claude to resolve common issues and deliver fast, accurate, friendly support.

This is a shift-based role with evenings, weekends, and public holidays, on a 6‑month fixed-term contract. You will engage with hotel owners and property managers, document interactions, and escalate complex cases to senior team

Qualifications

• Fluency in Italian and English, both written and spoken.
• Natural customer-first attitude with empathy and patience.
• Interest in AI tools and digital systems.
• Ability to learn quickly and work independently.

Responsibilities

• Provide friendly, professional support via chat, email, and phone to hospitality professionals.
• Use AI tools (e.g., Claude) and knowledge base to quickly resolve issues.
• Investigate issues, escalate when needed and guide customers to solutions.
• Document interactions, update tickets, and ensure smooth handovers between shifts.
• Identify common questions and feedback to help improve product and docs.
• Learn and experiment with new AI tools to improve support efficiency.

Skills

Customer-first attitude

Excellent communication

Bilingual Italian/English

Tech curiosity

AI mindset

Problem solving

Fast learning

Ownership

Shift flexibility

Tools

Claude

Job description

Smartness is seeking a Customer Support Specialist to assist hospitality businesses, acting as the first point of contact via chat, email, and phone. You will work with AI-powered tools like Claude to resolve common issues and deliver fast, accurate, friendly support.

This is a shift-based role with evenings, weekends, and public holidays, on a 6‑month fixed-term contract. You will engage with hotel owners and property managers, document interactions, and escalate complex cases to senior team