About the role
As a Customer Care Specialist for the Italian market at Amenitiz, you are the primary point of contact for our customers - independent hoteliers and property owners who rely on our platform to run their business day to day. Your role is to resolve issues efficiently, build product confidence, and ensure that every customer interaction leaves them better equipped to get value from Amenitiz.
This is a role for someone who combines genuine customer empathy with structured problem-solving. You are not just answering tickets - you are helping hoteliers become self-sufficient on a product that directly improves how they operate.
Your mission
Deliver high-quality support across chat, phone, and email, ensuring customers receive timely and effective assistance
Guide customers through the platform, building their product knowledge and reducing dependency on reactive support
Diagnose and resolve technical issues with a structured, efficient approach - escalating to Product and Engineering where needed
Build strong relationships with customers that contribute to satisfaction, loyalty, and long-term retention
Listen actively and adapt your communication style to each customer's profile and level of technical familiarity
Monitor customer feedback to identify recurring issues and surface opportunities to improve support processes
Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loop
Stay current on new features and product updates to ensure customers always receive accurate, relevant guidance
About you
Native Italian speaker + fluent in Spanish with strong written and verbal English
Minimum one year of experience in a customer-facing role - chat, phone, or email support
Strong customer orientation with the ability to tailor communication to different profiles and situations
A natural problem-solver: structured in your approach, creative when needed, and calm under pressure
Empathetic and attentive - you listen to understand, not just to respond
Organised and proactive, with the ability to manage multiple open cases without losing quality or follow-through
Comfortable working autonomously while collaborating effectively across teams
Our offer
Competitive salary with performance-based incentives
Stock options with a progressive vesting schedule
Comprehensive health insurance
25 days of holidays from day one, rising to 28 after your first year and 30 after two years
€10 a day for lunch through our virtual canteen, Kombo, every day you work from the office
Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options
On-demand salary access - no need to wait until the end of the month
Any book, purchased for you, plus access to a shared team library
An international team of 35+ nationalities based in one of Europe's leading tech hubs
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