Customer Support Specialist (Hospitality SaaS)

TL;DR

Customer Support Specialist (Hospitality SaaS): Supporting B2B customers across the ITA & Global market, ensuring success and long-term satisfaction with a SaaS platform with an accent on prompt issue resolution, customer training, and advocacy. Focus on coordinating with internal technical and product teams, improving documentation, and contributing to continuous product and service improvement.

Location: Remote within Europe, with a preference for Italy and frequent opportunities to meet up.

Company

hirify.global is a rapidly growing B2B SaaS company in the hospitality tech industry, trusted by 4,000+ clients globally and backed by top international investors.

What you will do

• Respond promptly and professionally to B2B customer inquiries via chat, email, or phone, providing solutions and escalating complex issues.
• Analyze and efficiently resolve customer-reported issues, coordinating with internal technical and product teams.
• Deliver onboarding sessions, training calls, and webinars to demonstrate product features, workflows, and best practices.
• Maintain and improve onboarding materials, FAQs, and operational guides tailored to B2B customers.
• Collect structured feedback from customers and represent their needs internally to improve the platform.
• Track customer interactions and activities using CRM and ticketing systems to support continuous improvement and scalability.

Requirements

• At least 3 years of experience in Customer Support, Customer Success, or a similar B2B-facing role.
• Ability to contribute to or support the setup and scaling of a customer support function.
• Excellent written and verbal communication skills in English and Italian.
• Previous experience in B2B SaaS environments.
• Hands-on experience with help desk and messaging platforms (e.g., Zendesk) and CRM/ticketing tools (e.g., HubSpot).
• Good understanding of the hospitality industry and B2B hotel operations.

Nice to have

• B2C experience.
• Familiarity with BI tools such as Tableau or Looker.

Culture & Benefits

• Work in a small, fast-moving, and high-performing team where your contribution is important.
• An environment that encourages continuous growth, learning from mistakes, and valuing individual voices.
• Remote working with frequent opportunities to meet up.
• Fun and enriching team-building events that go beyond usual outings.
• Opportunity to join one of the best travel-tech sales teams in Europe.
• Work with software to automate repetitive tasks and let you focus on customers and targets.