Customer Service – DACH Market

About the role

Join Smartness as a Customer Service Representative for the DACH market, supporting guests who use our Smartchat platform. You will be the first point of contact, handling inquiries via chat, email, and phone, and ensuring a smooth stay experience for guests of partner properties.

Key responsibilities

• Provide timely, professional, and empathetic support across multiple channels.
• Assist guests during their stay and coordinate with property staff when needed.
• Investigate and resolve technical and operational issues.
• Collaborate with internal teams on complex cases.
• Deliver product training and share best practices with customers.
• Maintain and improve help‑center content such as FAQs and guides.
• Collect and relay customer feedback to improve Smartchat.
• Identify recurring issues and spot upselling opportunities.

Required profile

• Minimum 3 years of experience in customer support or a similar role.
• Previous experience in the hospitality industry (hotels, property management, front‑desk).
• Fluent in German, Italian and English (written and spoken).
• Strong communication and problem‑solving abilities.
• Experience with help‑desk and CRM tools.

Required skills

• Zendesk
• HubSpot

What we offer

• Fast‑paced environment within a high‑growth SaaS company.
• Opportunity to work with a top‑performing travel‑tech sales team in Europe.
• Supportive culture that encourages learning from mistakes.