Customer Service
Smartness, Italy, NY, United States
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.
About The Role
In this role, you will work primarily on
Smartchat , our guest communication platform, supporting the end customers of our partner properties throughout their stay. You will be the first point of contact for guests, assisting them via chat, email, and phone with any questions or issues related to their experience. From check‑in details to special requests, you will ensure fast, accurate, and empathetic support, coordinating with property staff when needed to guarantee a smooth resolution.
You’ll be the voice of
Smartness
for our users: solving issues, guiding interactions, and collecting insights to continuously improve their experience and the way Smartchat supports guest communication.
This is a
shift‑based role
with 8‑hour shifts scheduled within the 8:30 AM to 10:00 PM time range, including weekends and public holidays, to ensure consistent and high‑quality support across all customer touchpoints.
Main Responsibilities
Provide timely, professional, and empathetic support via chat, email, and phone
Assist guests during their stay and coordinate with property staff when needed
Investigate and resolve technical and operational issues
Collaborate with internal teams on complex cases
Deliver product training and share best practices with customers
Maintain and improve help center content (FAQs, guides, documentation)
Collect and relay customer feedback to improve the product
Monitor interactions via CRM/ticketing tools and identify recurring issues
Spot upselling opportunities aligned with customer needs
Stay up to date with product updates and industry trends
What Are We Looking For?
3+ years of experience in Customer Support or similar roles
Previous experience in the hospitality industry (e.g., hotels, property management companies, front‑desk/reception roles)
Familiarity with guest workflows (check‑in, check‑out, amenities, special requests)
Fluent in Italian and English (written and spoken)
Strong communication and problem‑solving skills
Experience with help desk and CRM tools (e.g., Zendesk, HubSpot)
Ability to manage multi‑channel communication
What do we offer?
Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.
Remote working with frequent opportunities to meet up.
Fun and enriching experiences – unforgettable team‑building events that go beyond the usual outings.
#J-18808-Ljbffr
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.
About The Role
In this role, you will work primarily on
Smartchat , our guest communication platform, supporting the end customers of our partner properties throughout their stay. You will be the first point of contact for guests, assisting them via chat, email, and phone with any questions or issues related to their experience. From check‑in details to special requests, you will ensure fast, accurate, and empathetic support, coordinating with property staff when needed to guarantee a smooth resolution.
You’ll be the voice of
Smartness
for our users: solving issues, guiding interactions, and collecting insights to continuously improve their experience and the way Smartchat supports guest communication.
This is a
shift‑based role
with 8‑hour shifts scheduled within the 8:30 AM to 10:00 PM time range, including weekends and public holidays, to ensure consistent and high‑quality support across all customer touchpoints.
Main Responsibilities
Provide timely, professional, and empathetic support via chat, email, and phone
Assist guests during their stay and coordinate with property staff when needed
Investigate and resolve technical and operational issues
Collaborate with internal teams on complex cases
Deliver product training and share best practices with customers
Maintain and improve help center content (FAQs, guides, documentation)
Collect and relay customer feedback to improve the product
Monitor interactions via CRM/ticketing tools and identify recurring issues
Spot upselling opportunities aligned with customer needs
Stay up to date with product updates and industry trends
What Are We Looking For?
3+ years of experience in Customer Support or similar roles
Previous experience in the hospitality industry (e.g., hotels, property management companies, front‑desk/reception roles)
Familiarity with guest workflows (check‑in, check‑out, amenities, special requests)
Fluent in Italian and English (written and spoken)
Strong communication and problem‑solving skills
Experience with help desk and CRM tools (e.g., Zendesk, HubSpot)
Ability to manage multi‑channel communication
What do we offer?
Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.
Remote working with frequent opportunities to meet up.
Fun and enriching experiences – unforgettable team‑building events that go beyond the usual outings.
#J-18808-Ljbffr