Customer Care Specialist - Italian Market

About the role

Amenitiz is looking for a Customer Care Specialist for its Italian market, based in Barcelona. You will be the main point of contact for independent hoteliers and property owners who use the platform to run their business, resolving issues efficiently and helping them become more self-sufficient. The role combines customer empathy with structured problem solving.

Key responsibilities

• Deliver high-quality support by chat, phone and email, giving customers timely and effective help
• Guide customers through the platform so they build product knowledge and rely less on reactive support
• Diagnose and resolve technical issues efficiently, escalating to Product and Engineering when needed
• Build relationships that drive satisfaction, loyalty and retention
• Adapt your communication style to each customer's profile and technical level
• Monitor feedback to spot recurring issues and improve support processes
• Work with Product, Engineering and Customer Success on complex cases
• Stay up to date on new features and product updates

Required profile

• Native Italian speaker, fluent in Spanish, with strong written and spoken English
• At least one year of experience in a customer-facing role (chat, phone or email)
• Strong customer orientation and ability to tailor communication
• Structured problem solver, calm under pressure, empathetic and organised
• Comfortable working autonomously while collaborating across teams

What we offer

• Competitive salary with performance-based incentives
• Stock options with a progressive vesting schedule
• Comprehensive health insurance
• Holidays from day one: 25 days, rising to 28 after the first year and 30 after two
• Lunch allowance of €10 a day through the virtual canteen Kombo
• Flexible benefits for meals, childcare, transport and training
• On-demand salary access
• Book purchased for you and access to a shared team library