Client Support Specialist - Hotel Tech

Smarthotel; Utrecht; Hybrid; EUR 35,000 - 40,000; Full time

Benefits offered by this job

40 hours per week

Salary €35,000–€40,000 gross per year

Remote or hybrid (Utrecht office +Home

Professional development in hotel tech

Collaborative international team

Office lunch in Utrecht

Job summary

Smarthotel is seeking a Client Support Specialist to be a primary contact for hotel clients, helping them with questions and solutions to maximize the value of our connected hospitality software. You will assist hotels in the Netherlands and collaborate with teams across Smarthotel to deliver exceptional service.

Ideal candidates have 3+ years in hospitality or client-facing roles, experience with PMS, channel managers or booking engines, and a proactive, team-oriented mindset.

Qualifications

• 3+ years in hospitality or customer-facing roles
• Experience with hospitality tech (PMS, channel managers, booking engines)
• Strong communication and patient explanations
• Proactive, service-minded attitude, client-focused
• Good problem-solving and multi-tasking in fast-paced settings
• Familiarity with digital tools and systems including CRM and ticketing

Responsibilities

• Be the first point of contact for hotel clients via phone, email, and HubSpot tickets
• Investigate and resolve day-to-day questions about Smarthotel solutions
• Guide clients through features, settings and best practices
• Manage incoming tickets, set priorities and provide timely updates
• Collaborate with Client Services, Product, Engineering and Account Management
• Proactively communicate service updates, incidents and planned maintenance
• Contribute to knowledge base and share solutions with colleagues

Skills

Hospitality experience

Customer support

Communication

Problem-solving

Teamwork

Curiosity about technology

Tools

HubSpot

CRM systems

Ticketing systems

PMS

Channel Manager

Booking Engine

Job description

In this role, you'll be one of the first points of contact for our hotel clients, helping them with questions, finding solutions and making sure they get the most out of our software.

*Fluent English & Dutch is required

About the role

Do you enjoy solving problems, building relationships and making someone's day a little easier? And do you have experience in hospitality and an interest in technology? Then we'd love to meet you!

At Smarthotel, we help hoteliers simplify their daily operations with smart, connected technology. But even the best technology needs great people behind it. That's why our Client Services team plays such an important role in making sure our clients get the support they need.

You’ll mainly support hotels in the Netherlands, alongside clients in Belgium, Germany and other European markets.

What you will do

As a Client Support Specialist, you're there to help our hotel clients whenever they need support. Whether it's answering a question about our software, helping a hotelier with a booking issue or finding the right colleague to resolve a more complex request, you make sure clients feel heard and supported.

You’ll work closely with your colleagues in Client Services and other teams across Smarthotel to deliver the best possible experience for our clients.

Your responsibilities will include:

• Being the first point of contact: Helping hotel clients with their questions via phone, email and our HubSpot ticketing system.

• Finding solutions: Investigating and resolving day-to-day questions and issues related to our solutions, including our Channel Manager, Booking Engine, payments and hotel websites.

• Helping hoteliers get the most out of our software: Guiding clients through product features, system settings and best practices.

• Managing support requests: Keeping track of incoming tickets, setting priorities and making sure clients receive timely updates and solutions.

• Working together: Collaborating with colleagues in Client Services, Product, Engineering and Account Management when additional expertise is needed.

• Keeping clients informed: Proactively communicating about service updates, incidents or planned maintenance.

• Sharing knowledge: Documenting solutions in HubSpot, contributing to our knowledge base and helping improve our support processes.

  You'll also be part of a shared emergency support rota, which may occasionally involve evening, weekend or public holiday shifts.

Who you are

We're looking for someone who understands the hospitality industry, enjoys working with people and has a natural drive to help others.

You're a good listener, a clear communicator and someone who doesn't give up when a question takes a little extra effort to solve. You enjoy working as part of a team and know how to stay organised when things get busy.

You bring

• At least 3 years of relevant experience in hospitality, customer support or a similar client-facing role, with a strong understanding of hotel operations.

• Experience working with hospitality technology, such as Property Management Systems (PMS), channel managers or booking engines.

• Strong communication skills and the ability to explain information clearly and patiently.

• A proactive, service-minded attitude and a genuine interest in helping clients succeed.

• Good problem-solving skills and the ability to manage multiple requests and priorities.

• Confidence working with digital tools and systems.

  Experience with HubSpot or other CRM and ticketing systems is an advantage, as is familiarity with hotel payment processes.

  You don't need to be a technical expert, but you should be curious about technology and enjoy learning how different systems work together.

Languages

• Fluent in Dutch and English (required)

• German is a plus

About Smarthotel

At Smarthotel, we're passionate about helping hoteliers do business better.

Our connected technology solutions help hotels manage their distribution, grow direct bookings, simplify payments and streamline everyday operations. We support more than 2,500 hotels across 10+ countries, combining smart technology with personal, reliable support.

Behind our software is a team of people who genuinely care about our clients and their success. We believe in helping first, being proactive and working together to find the best solutions.

What we offer

At Smarthotel, you'll join an international team of colleagues who share a passion for hospitality, technology and helping others.

We believe great client service is a team effort. You'll work alongside colleagues who share their knowledge, help each other solve challenges and continuously look for ways to make things better for our clients.

• A full-time position of 40 hours per week.

• A salary between €35,000 and €40,000 gross per year, depending on experience.

• Fully remote, or hybrid working, combining time at our Utrecht office with working from home.

• The opportunity to develop your knowledge of hospitality technology and our connected solutions.

• A collaborative, international working environment where your ideas and contributions matter.

• A healthy, growing software company with ambitious plans.

• A great lunch at the office in Utrecht.

Our application process

We're looking forward to getting to know you.

Our recruitment process consists of:

• An introductory interview

• A second interview with the team

• An offer

  Do you recognise yourself in this role? Are you ready to combine your hospitality experience with your passion for helping people?

  We'd love to hear from you!