Customer Care Specialist - Italian Market

Job description

**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 - 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 #LI-LD1