About the roleAs aCustomer Care Specialistfor theItalian marketat 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.This is a role for someone who combines genuine customer empathy with structured problem-solving. You are not just answering tickets - you are helping hoteliers become self-sufficient on a product that directly improves how they operate.Your missionDeliver high-quality support acrosschat ,phone, andemail, ensuring customers receive timely and effective assistanceGuide customersthrough the platform, building their product knowledge and reducing dependency on reactive supportDiagnose and resolve technical issues with a structured, efficient approach - escalating to Product and Engineering where neededBuild strong relationships with customers that contribute to satisfaction, loyalty,



andlong-term retentionListen activelyand adapt your communication style to each customer's profile and level of technical familiarityMonitor customer feedback to identify recurring issues and surface opportunities to improve support processesCollaborate cross-functionally with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loopStay current on new features and product updates to ensure customers always receive accurate, relevant guidanceAbout youNativeItalianspeaker + fluent inSpanishwith strong written and verbal EnglishMinimumone yearof experience in a customer-facing role - chat, phone, or email supportStrong customer orientation with the ability to tailor communication to different profiles and situationsA natural problem-solver: structured in your approach, creative when needed, and calm under pressureEmpathetic and attentive - you listen to unders

📌 Customer Care Specialist (Madrid)
🏢 Amenitiz
📍 Madrid