Junior Customer Support B2B (AI)

Location: Remote in Italy; shift-based work includes evenings, weekends, and public holidays when scheduled.

Compensation: €30,000–€36,000 annual OTE for the Italian and global market, including a fixed salary and a performance-based variable component. Packages of €34,000–€40,000 annual OTE may apply to the DACH market; exceptional packages may be considered.

Company

A fast-growing hospitality technology SaaS business helping lodging providers increase revenue and direct bookings, serving more than 4,000 clients across over 40 countries.

What you will do

• Provide friendly, professional, and solution-oriented support to hotel owners, property managers, and hospitality professionals via chat, email, and phone.
• Use AI-powered tools including Claude and the internal knowledge base to find answers, troubleshoot common issues, and improve support efficiency.
• Investigate customer needs and recurring issues, provide practical explanations, and escalate complex cases to senior team members when necessary.
• Guide customers through the platform and explain features and processes clearly.
• Document customer interactions, update tickets, and maintain smooth handovers between shifts.
• Share customer feedback and identify pain points to improve the product, documentation, and support processes.

Requirements

• Customer-first attitude with genuine interest in helping people and understanding their needs.
• Excellent communication skills; ability to be friendly, empathetic, patient, and clear in challenging situations.
• Fluency in Italian and English, both written and spoken.
• Curiosity about technology and ability to explore digital tools, understand how they work, and solve problems independently.
• Interest in AI assistants such as ChatGPT and Claude and in applying AI to everyday work.
• Resourceful, proactive problem-solving approach and willingness to seek solutions independently.
• Ability to learn new tools and processes quickly in a dynamic environment.
• Ownership, reliability, responsibility for commitments, and judgment about when to ask for help.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays when scheduled.

Nice to have

• Previous customer-facing experience in hospitality, retail, restaurants, reception, or customer service.
• Experience with help desk, CRM, or ticketing tools.
• Personal projects or hands-on experimentation with AI tools, automation, no-code platforms, or other technologies.
• Familiarity with the hospitality or SaaS industry.

Culture & Benefits

• Remote working from Italy within a small, fast-moving, and high-performing team.
• Opportunity to work in a growing travel-tech SaaS environment and gain hands-on experience with AI-powered support.
• Open environment where ideas and projects are welcomed regardless of role or seniority.
• Continuous learning, experimentation, and improvement of support and sales processes.
• Work with software designed to automate repetitive tasks and focus attention on customers.
• Performance-based compensation linked to responsiveness, service quality, customer experience, and individual performance.

Hiring process

• Submit an application through the company careers page.
• Candidacy is reviewed and assessed for role fit, customer service capabilities, communication skills, and expected impact.