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Amenitiz is seeking a Customer Care Specialist to serve as the primary point of contact for customers in the Italian market. You will support independent hoteliers and property owners who use the Amenitiz platform to manage their businesses daily.
In this role, you will deliver high-quality support across multiple channels—chat, phone, and email—ensuring customers receive timely and effective assistance. You will guide customers through the platform to build their product knowledge and reduce dependency on reactive support. Your responsibilities include diagnosing and resolving technical issues with a structured, efficient approach, escalating to Product and Engineering teams when necessary. You will build strong relationships with customers that contribute to satisfaction, loyalty, and long-term retention.
You will listen actively and adapt your communication style to each customer's profile and technical familiarity level. You will monitor customer feedback to identify recurring issues and surface opportunities to improve support processes. Collaboration is key—you will work cross-functionally with Product, Engineering, and Customer Success teams to resolve complex cases and close the feedback loop. You will stay current on new features and product updates to ensure customers always receive accurate, relevant guidance.
Amenitiz is an international team of 35+ nationalities based in Barcelona, one of Europe's leading tech hubs.
REQUIREMENTS:
- Native Italian speaker with fluency in Spanish and 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
- Natural problem-solver: structured in approach, creative when needed, calm under pressure
- Empathetic and attentive listener
- Organized and proactive, able to manage multiple open cases without losing quality or follow-through
- Comfortable working autonomously while collaborating effectively across teams
