Who you are

- This is a role for someone who combines genuine customer empathy with structured problem-solving

- Native Italian speaker + fluent in Spanish with strong written and verbal English

- Minimum one year of experience in a customer-facing role - chat, phone, or email support

- Strong customer orientation with the ability to tailor communication to different profiles and situations
- A natural problem-solver: structured in your approach, creative when needed, and calm under pressure

- Empathetic and attentive - you listen to understand, not just to respond

- Organised and proactive, with the ability to manage multiple open cases without losing quality or follow-through

- Comfortable working autonomously while collaborating effectively across teams

What the job involves

- As a Customer Care Specialist for the Italian market at Amenitiz, you are the primary point of contact for our customers - independent hoteliers and property owners who rely on our platform to run their business day to day

- Your role is to resolve issues efficiently, build product confidence, and ensure that every customer interaction leaves them better equipped to get value from Amenitiz

- You are not just answering tickets - you are helping hoteliers become self-sufficient on a product that directly improves how they operate

- Deliver high-quality support across chat, phone, and email, ensuring customers receive timely and effective assistance

- Guide customers through the platform, building their product knowledge and reducing dependency on reactive support





- Diagnose and resolve technical issues with a structured, efficient approach - escalating to Product and Engineering where needed

- Build strong relationships with customers that contribute to satisfaction, loyalty, and long-term retention

- Listen actively and adapt your communication style to each customer's profile and level of technical familiarity

- Monitor customer feedback to identify recurring issues and surface opportunities to improve support processes

- Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loop

- Stay current on new features and product updates to ensure customers always receive accurate, relevant guidance

Benefits

- Take ownership and have an impact! We provide equity to every member of the Ameniteam ?

- We're one of the fastest-growing SaaS start-ups in Barcelona, building the foundations of tomorrow; It's the perfect moment to join us if you're looking for growth and opportunities! ?

- We have beautiful offices right in the heart of Barcelona, and Killian, our office manager, has many tricks up his sleeves to bring smiles to the team (especially if you like crêpes !). ?

- From helping our clients succeed, your co-worker bring their best, or championing causes that are important to you, we're always looking to leave the world a little better than when we found it! ??

- We provide every employee with a private health insurance with an amazing 24/7 coverage that includes dentist, preventive care, urgencies and more! ??

📌 Customer Care Specialist (Barcelona)
🏢 Amenitiz
📍 Barcelona