Junior Customer Support B2B - Fixed term contract - Shift-Based Remote: Italy

Smartness Srl; Italia; Remote; EUR 26,000 - 32,000; Full time

Job summary

Smartness offers a Junior Customer Support Specialist role (B2B) with a 6-month fixed-term contract, remotely based in Italy. You’ll be the first point of contact for hotel owners, property managers, and hospitality pros, providing friendly, professional support via chat, email, and phone.

Training features AI-powered tools including Claude to resolve issues quickly. No prior SaaS experience is required; we value attitude, curiosity, quick learners, and a real passion for helping people, as you

Qualifications

• No prior experience required; attitude and ability to learn quickly are valued.
• Strong interpersonal skills for supporting B2B hospitality clients.
• Comfort with AI-powered tools and technology.

Responsibilities

• Provide friendly, professional support via chat, email and phone to hospitality professionals.
• Use AI tools like Claude to quickly find answers and assist customers.
• Investigate issues and escalate complex cases to senior team when needed.
• Make technology simple and understandable for customers.

Skills

Problem solving

People skills

Curiosity

Quick learning

Tools

Claude AI

Job description

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

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: