Customer Support Specialist – Italian Desk

About the role

EverHelp, an outsourcing support services provider founded in 2021, is launching a partnership with a fast-growing European hospitality brand and is recruiting an Italian and English-speaking Customer Support Representative. You will be one of the first agents on the project, helping guests with bookings, accommodation access and other travel-related inquiries while building the support team.

Key responsibilities

• Support guests via inbound calls, OTA platforms (Booking.com, Airbnb), email, chat and WhatsApp
• Assist customers with booking, accommodation access and reservation-related inquiries
• Deliver a warm, guest-first experience following hospitality best practices
• Escalate critical cases such as refunds, legal issues or negative review risks to the appropriate team
• Document interactions and use the client's internal support tools
• Collaborate with teammates to ensure a seamless customer experience

Required profile

• Italian at B2+ level and English at C1 level
• At least 1 year of experience in Customer Support or Hospitality
• Nice to have: experience in hospitality, travel, OTA, hotel or property management, and working with international customers

Required skills

• Excellent written and verbal communication
• Strong problem-solving and independent decision-making
• Ability to multitask and stay calm under pressure
• Comfortable in a fast-changing environment

What we offer

• Fully remote work depending on your location
• Career growth within Customer Support operations
• 20+ vacation days and 10 sick leaves
• Internal learning opportunities, professional communities and knowledge sharing
• A dynamic environment where you can influence processes in a growing support team