Customer Support Specialist B2B - DACH

About The Company

At Smartness, we are building the future of hospitality tech. Our SaaS helps lodging providers boost revenues by 30%+ and get more direct bookings. We are the fastest-growing B2B SaaS in the industry, trusted by 4,000+ clients across 40+ countries, with billions of euros in bookings processed. Backed by top international investors and named one of Italy's Top 10 LinkedIn Startups, we are on a mission to scale globally. Want to grow with us? Let's go!

We are looking for a motivated and customer-focused individual to join our team as a multilingual Customer Support Specialist. In this role, you will support B2B customers across the DACH market, ensuring their success and long-term satisfaction with our SaaS platform. You will work closely with internal teams, handle technical and operational requests, and act as a trusted partner for our clients, contributing to continuous product and service improvement.

Main Responsibilities

• Customer assistance: respond promptly and professionally to B2B customer inquiries via chat, email, or phone. Support hotel teams, property managers, and business stakeholders in their daily operations, ensuring clear, reliable, and solution-oriented communication. When needed, escalate issues to the appropriate internal or external stakeholders to ensure timely resolution.
• Issue resolution: analyze and efficiently resolve customer-reported issues, coordinating with internal technical and product teams for more complex cases. Keep clients informed throughout the resolution process, maintaining transparency and trust.
• Customer training: deliver onboarding sessions, training calls, and webinars to demonstrate product features, workflows, and best practices. Adapt training to different roles and levels of seniority within customer organizations to maximize adoption and value.
• Documentation and knowledge base: maintain and improve onboarding materials, FAQs, and operational guides tailored to B2B customers. Contribute to documentation for new features and product updates, ensuring clarity and usability for professional users.
• Customer advocacy: collect structured feedback from customers and represent their needs internally. Collaborate with Product, Sales, and Customer Success teams to improve the platform and strengthen long-term customer relationships.
• Monitoring and reporting: track customer interactions and activities using CRM and ticketing systems. Analyze recurring issues, usage patterns, and feedback to support continuous improvement and scalability across the DACH market.
• Collaboration across teams: work closely with Sales, Customer Success, Product, and Engineering teams to ensure a consistent and high-quality customer experience. Share insights and updates during team meetings to improve internal alignment and processes.
• Upselling and cross-selling opportunities: identify opportunities to suggest additional services, features, or upgrades that align with customer business goals. Present solutions with a consultative, value-driven approach rather than a transactional one.
• Stay updated: stay informed about new product features, industry trends, and hospitality best practices in the DACH market. Participate in internal training to continuously improve product knowledge and support quality.

• 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; German is a mandatory requisition.
• Previous experience in B2B SaaS environments is highly valued; B2C experience is a plus.
• Technical expertise: hands-on experience with help desk and messaging platforms (e.g. Zendesk) and CRM/ticketing tools (e.g. HubSpot).
• Ability to manage multi-channel communication (email, chat, phone, WhatsApp, OTA or partner platforms).
• Good understanding of the hospitality industry and B2B hotel operations (front office workflows, operations, guest communication, revenue or distribution processes).
• Data analysis skills: confidence using Excel and Google Sheets to monitor KPIs, with familiarity with BI tools such as Tableau or Looker as a plus.
• Knowledge of escalation processes and structured problem-solving in B2B environments.
• SLA and KPI management: understanding of service levels, response times, and performance metrics in a professional customer support context.
• Soft skills: strong ownership, a proactive mindset, excellent communication skills, and a genuine focus on building long-term customer relationships.

• Work in a small and top-performing team that moves extremely fast where you are extremely important.
• Work without having to deal with jerks and ego-maniacs.
• The opportunity to join one of the best travel-tech sales teams in Europe.
• A place where your talent can blossom.
• An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward.
• A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority.
• Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals.
• We have fun while working! We are easygoing people.
• Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.
• Remote working with frequent opportunities to meet up.
• Fun and enriching experiences – unforgettable team-building events that go beyond the usual outings.

Still not convinced? Check out our "Work With Us" page for more about our mission, values, and why we love working at Smartness:

If you\'re reading this, it means you\'re genuinely interested, and that excites us! Here\'s what you need to know:

• We\'re highly driven and set our goals higher than most, pushing boundaries others may deem impossible.
• We work much harder than most companies out there.
• Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress.
• We hold ourselves and our team to the highest standards of excellence and culture.
• Should we feel that this role isn\'t the right match for you, for the benefit of both parties, we may need to part ways.

We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us!