Customer Support B2B - Shift based - ITA&Global Market
Smartness, Italy, NY, United States
About The Company
Smartness is 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
We are looking for a motivated and customer‑focused individual to join our team as a Multilingual Customer Support Specialist (Shift‑Based). In this role, you will support B2B customers across ITA & Global markets, ensuring their success and long‑term satisfaction with our SaaS platform.
You will operate within a structured shift schedule (including evenings, weekends, or holidays when required) to guarantee continuous, high‑quality customer support coverage. You will collaborate closely with internal teams, handle technical and operational requests, and act as a trusted partner for our clients, contributing to continuous product and service improvement.
Main Responsibilities
Customer assistance: Respond promptly and professionally to B2B customer inquiries via chat, email, or phone, ensuring seamless support coverage across all assigned shifts. Support hotel teams, property managers, and business stakeholders in their daily operations, providing clear, reliable, and solution‑oriented communication at all times. Ensure smooth handovers between shifts, maintaining full visibility on open tickets and ongoing issues. When needed, escalate issues to the appropriate internal or external stakeholders to ensure timely resolution.
Issue resolution: Analyze and efficiently resolve customer‑reported issues, coordinating with internal technical and product teams for more complex cases. Keep clients informed throughout the resolution process, maintaining transparency and trust.
Customer training: Deliver onboarding sessions, training calls, and webinars to demonstrate product features, workflows, and best practices. Adapt training to different roles and levels of seniority within customer organizations to maximize adoption and value.
Documentation and knowledge base: Maintain and improve onboarding materials, FAQs, and operational guides tailored to B2B customers. Contribute to documentation for new features and product updates, ensuring clarity and usability for professional users.
Customer advocacy: Collect structured feedback from customers and represent their needs internally. Collaborate with Product, Sales, and Customer Success teams to improve the platform and strengthen long‑term customer relationships.
Monitoring and reporting: Track customer interactions and activities using CRM and ticketing systems. Analyze recurring issues, usage patterns, and feedback to support continuous improvement and scalability across the Global market.
Collaboration across teams: Work closely with Sales, Customer Success, Product, and Engineering teams to ensure a consistent and high‑quality customer experience. Share insights and updates during team meetings to improve internal alignment and processes.
Stay updated: Stay informed about new product features, industry trends, and hospitality best practices in the Global market. Participate in internal training to continuously improve product knowledge and support quality.
Qualifications
At least 3 years of experience in Customer Support, Customer Success, or a similar B2B‑facing role.
Experience working in shift‑based or 24/7 support environments is highly valued.
Ability to contribute to or support the setup and scaling of a customer support function.
Excellent written and verbal communication skills in English and Italian.
Previous experience in B2B SaaS environments is highly valued; B2C experience is a plus.
Technical expertise: hands‑on experience with help desk and messaging platforms (e.g. Zendesk) and CRM/ticketing tools (e.g. HubSpot).
Ability to manage multi‑channel communication (email, chat, phone, WhatsApp, OTA or partner platforms).
Good understanding of the hospitality industry and B2B hotel operations (front office workflows, operations, guest communication, revenue or distribution processes).
Data analysis skills: Confidence using Excel and Google Sheets to monitor KPIs, with familiarity with BI tools such as Tableau or Looker as a plus.
Knowledge of escalation processes and structured problem‑solving in B2B environments.
SLA and KPI management: Understanding of service levels, response times, and performance metrics in a professional customer support context.
Soft skills: Strong ownership, a proactive mindset, excellent communication skills, and a genuine focus on building long‑term customer relationships.
Flexibility and reliability in working rotating shifts, with a strong sense of accountability during assigned coverage windows.
Benefits
Work in a small and top‑performing team that moves extremely fast and values your contributions.
Opportunity to join one of the best travel‑tech sales teams in Europe.
A place where your talent can blossom.
An environment that embraces mistakes as learning opportunities.
Your voice matters – meetings provide space for new ideas and projects regardless of your role or seniority.
Continuous growth and challenging goals.
Enjoy fun and enriching experiences, including team‑building events.
Work with cutting‑edge software that automates repetitive tasks.
Remote working with frequent opportunities to meet up.
#J-18808-Ljbffr
Smartness is 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
We are looking for a motivated and customer‑focused individual to join our team as a Multilingual Customer Support Specialist (Shift‑Based). In this role, you will support B2B customers across ITA & Global markets, ensuring their success and long‑term satisfaction with our SaaS platform.
You will operate within a structured shift schedule (including evenings, weekends, or holidays when required) to guarantee continuous, high‑quality customer support coverage. You will collaborate closely with internal teams, handle technical and operational requests, and act as a trusted partner for our clients, contributing to continuous product and service improvement.
Main Responsibilities
Customer assistance: Respond promptly and professionally to B2B customer inquiries via chat, email, or phone, ensuring seamless support coverage across all assigned shifts. Support hotel teams, property managers, and business stakeholders in their daily operations, providing clear, reliable, and solution‑oriented communication at all times. Ensure smooth handovers between shifts, maintaining full visibility on open tickets and ongoing issues. When needed, escalate issues to the appropriate internal or external stakeholders to ensure timely resolution.
Issue resolution: Analyze and efficiently resolve customer‑reported issues, coordinating with internal technical and product teams for more complex cases. Keep clients informed throughout the resolution process, maintaining transparency and trust.
Customer training: Deliver onboarding sessions, training calls, and webinars to demonstrate product features, workflows, and best practices. Adapt training to different roles and levels of seniority within customer organizations to maximize adoption and value.
Documentation and knowledge base: Maintain and improve onboarding materials, FAQs, and operational guides tailored to B2B customers. Contribute to documentation for new features and product updates, ensuring clarity and usability for professional users.
Customer advocacy: Collect structured feedback from customers and represent their needs internally. Collaborate with Product, Sales, and Customer Success teams to improve the platform and strengthen long‑term customer relationships.
Monitoring and reporting: Track customer interactions and activities using CRM and ticketing systems. Analyze recurring issues, usage patterns, and feedback to support continuous improvement and scalability across the Global market.
Collaboration across teams: Work closely with Sales, Customer Success, Product, and Engineering teams to ensure a consistent and high‑quality customer experience. Share insights and updates during team meetings to improve internal alignment and processes.
Stay updated: Stay informed about new product features, industry trends, and hospitality best practices in the Global market. Participate in internal training to continuously improve product knowledge and support quality.
Qualifications
At least 3 years of experience in Customer Support, Customer Success, or a similar B2B‑facing role.
Experience working in shift‑based or 24/7 support environments is highly valued.
Ability to contribute to or support the setup and scaling of a customer support function.
Excellent written and verbal communication skills in English and Italian.
Previous experience in B2B SaaS environments is highly valued; B2C experience is a plus.
Technical expertise: hands‑on experience with help desk and messaging platforms (e.g. Zendesk) and CRM/ticketing tools (e.g. HubSpot).
Ability to manage multi‑channel communication (email, chat, phone, WhatsApp, OTA or partner platforms).
Good understanding of the hospitality industry and B2B hotel operations (front office workflows, operations, guest communication, revenue or distribution processes).
Data analysis skills: Confidence using Excel and Google Sheets to monitor KPIs, with familiarity with BI tools such as Tableau or Looker as a plus.
Knowledge of escalation processes and structured problem‑solving in B2B environments.
SLA and KPI management: Understanding of service levels, response times, and performance metrics in a professional customer support context.
Soft skills: Strong ownership, a proactive mindset, excellent communication skills, and a genuine focus on building long‑term customer relationships.
Flexibility and reliability in working rotating shifts, with a strong sense of accountability during assigned coverage windows.
Benefits
Work in a small and top‑performing team that moves extremely fast and values your contributions.
Opportunity to join one of the best travel‑tech sales teams in Europe.
A place where your talent can blossom.
An environment that embraces mistakes as learning opportunities.
Your voice matters – meetings provide space for new ideas and projects regardless of your role or seniority.
Continuous growth and challenging goals.
Enjoy fun and enriching experiences, including team‑building events.
Work with cutting‑edge software that automates repetitive tasks.
Remote working with frequent opportunities to meet up.
#J-18808-Ljbffr