h3About The Company /h3pAt 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 /ph3About The Role /h3pAre you a natural problem-solver, great with people, and passionate about technology and AI? We're looking for a bCustomer Support Specialist /b 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. /ph3Main Responsibilities /h3ulliHelp our customers: provide friendly, professional, and solution-oriented support via chat, email, and phone,



helping hospitality professionals with their daily questions and requests. /liliUse 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. /liliFind solutions: understand customer needs, investigate common issues, and provide clear, practical answers. Escalate more complex situations to senior team members when necessary. /liliMake technology simple: guide customers through our platform, explaining features and processes in a clear, accessible way. /liliKeep things organized: document customer interactions, update tickets, and ensure smooth handovers between shifts. /liliShare feedback: identify recurring questions and customer pain points, helping the team improve our product, documentation, and support processes. /liliLearn and experiment: stay curious, explore new AI tools, and continuously look for smarter, simpler, and faster ways to deliver great customer support. /li /ulh3What Are We Looking For? /h3ulliA natural customer-first attitude: you genuinely enjoy helping people, listening to their needs, and turning frustrating situations into positive experiences. /liliExcellent communication

skills:
you're friendly, empathetic, patient, and able to explain things clearly, even when dealing with challenging situations. /liliFluency in Italian and English, both written and spoken. /liliTech curiosity:



you enjoy exploring new digital tools, figuring out how things work, and solving problems independently. /liliAn 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. /liliProblem-solving

skills:
you're resourceful, proactive, and comfortable looking for solutions rather than waiting for instructions. /liliA fast-learning mindset: you're comfortable working in a dynamic environment and picking up new tools and processes quickly. /liliOwnership and reliability: you take responsibility for your work, follow through on commitments, and know when to ask for help. /liliFlexibility to work rotating shifts, including evenings, weekends, and public holidays when scheduled. /li /ulh3Nice To Have (but Definitely Not Required) /h3ulliPrevious experience in customer-facing roles, such as hospitality, retail, restaurants, reception, or customer service. /liliExperience with help desk, CRM, or ticketing tools. /liliPersonal projects or hands-on experimentation with AI tools, automation, no-code platforms, or other technologies. /liliFamiliarity with the hospitality or SaaS industry. /li /ulh3What do

we offer
? /h3ulliWork in a small and top-performing team that moves extremely fast where you are extremely important. /liliWork without having to deal with jerks and ego-maniacs. /liliThe opportunity to join one of the best travel-tech sales teams in Europe. /liliA place where your talent can blossom. /liliAn environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward. /liliA place where your voice matters – meetings provide space for new ideas and

📌 Junior Customer SupportB (Italia)
🏢 Smartness
📍 Italia