Junior Customer Support B2B - Fixed term contract - Shift-Based

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

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

Are you a natural problem-solver, great with people, and passionate about technology and AI? We're looking for a Customer Support Specialist to join our team and help hospitality businesses get the most out of Smartness. You don't need years of experience in Customer Support or a background in SaaS. What matters most to us is your attitude, curiosity, ability to learn quickly, and genuine passion for helping people. You'll be the first point of contact for our B2B customers, supporting hotel owners, property managers, and hospitality professionals via chat, email, and phone. You'll work with AI-powered tools, including Claude, to find information, troubleshoot common issues, and deliver fast, accurate, and friendly support. For more complex cases, you'll be able to rely on our experienced Customer Support team. This is a great opportunity for someone who wants to break into the tech industry, gain hands‑on experience in a fast‑growing SaaS company, and discover how AI is transforming customer support. This is a shift‑based position, including evenings, weekends, and public holidays when required, with a 6‑month fixed‑term contract.

Main Responsibilities

• Help our customers: provide friendly, professional, and solution-oriented support via chat, email, and phone, helping hospitality professionals with their daily questions and requests.
• Use AI to solve problems: leverage tools like Claude and our internal knowledge base to quickly find answers, troubleshoot issues, and make customer interactions smarter and more efficient.
• Find solutions: understand customer needs, investigate common issues, and provide clear, practical answers. Escalate more complex situations to senior team members when necessary.
• Make technology simple: guide customers through our platform, explaining features and processes in a clear, accessible way.
• Keep things organized: document customer interactions, update tickets, and ensure smooth handovers between shifts.
• Share feedback: identify recurring questions and customer pain points, helping the team improve our product, documentation, and support processes.
• Learn and experiment: stay curious, explore new AI tools, and continuously look for smarter, simpler, and faster ways to deliver great customer support.

What Are We Looking For?

• A natural customer-first attitude: you genuinely enjoy helping people, listening to their needs, and turning frustrating situations into positive experiences.
• Excellent communication skills: you're friendly, empathetic, patient, and able to explain things clearly, even when dealing with challenging situations.
• Fluency in Italian and English, both written and spoken.
• Tech curiosity: you enjoy exploring new digital tools, figuring out how things work, and solving problems independently.
• An AI-driven mindset: you're excited about tools like ChatGPT, Claude, or other AI assistants, and you're curious about how they can make everyday work easier and more effective.
• Problem-solving skills: you're resourceful, proactive, and comfortable looking for solutions rather than waiting for instructions.
• A fast-learning mindset: you're comfortable working in a dynamic environment and picking up new tools and processes quickly.
• Ownership and reliability: you take responsibility for your work, follow through on commitments, and know when to ask for help.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays when scheduled.

Nice To Have (but Definitely Not Required)

• Previous experience in customer-facing roles, such as hospitality, retail, restaurants, reception, or customer service.
• Experience with help desk, CRM, or ticketing tools.
• Personal projects or hands-on experimentation with AI tools, automation, no-code platforms, or other technologies.
• Familiarity with the hospitality or SaaS industry.

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.

Competitive compensation with performance-based incentives. For our Customer Service team, we typically offer an OTE package ranging from €30,000 to €36,000 annually for the Italian&Global market, and from €34,000 to €40,000 for the DACH market, depending on experience, communication skills, customer orientation, and expected impact. Our compensation structure is designed to reward responsiveness, service quality, and the ability to deliver an excellent customer experience. The OTE includes both a fixed salary and a variable component linked to individual performance and customer satisfaction objectives. As you grow within the company and contribute to customer loyalty, operational efficiency, and service excellence, your compensation can evolve accordingly. For candidates demonstrating exceptional customer service capabilities or strong market-specific expertise, we may consider compensation packages beyond the standard ranges.

Before you apply

• 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.