Customer Support Specialist (Italian & french speaking)

About BooklineAt Bookline, we are revolutionizing direct booking channels in the hospitality sector through AI-powered Voice Assistants and WhatsApp solutions. We automate calls, offload front-of-house staff, and help restaurants and hotels answer every inquiry, generating automated reservations and handling FAQs instantly.

We already partner with over 2,000 establishments across 16 countries, including both leading restaurant groups and independent venues. We are looking to continue our growth with a solid, proactive team committed to excellence in customer service.

Role Summary

We are looking for a Customer Support & Success Specialist to lead our operations in the Italian and French markets. You will be a key player not only in agile incident resolution but also in the strategic onboarding and guidance of our international clients, ensuring their success and maximizing the performance of our technology.

Due to our current expansion, native or bilingual professional proficiency in Italian and French is essential, along with fluent English. Prior experience in technical support or international client management is a fundamental requirement for success in this position.

Responsibilities

• Provide exceptional support to clients in the French and Italian markets via email, chat, phone, and video calls, adapting the tone and protocol to each country's cultural nuances.
• Perform proactive and periodic follow-ups on assigned accounts, building long-term relationships of trust to ensure client success and optimal use of our technology.
• Collaborate with Sales and Tech teams to resolve issues and continuously improve the product, acting as the "international voice of the customer" to relay specific market feedback.
• Maintain updated support processes in the CRM (salesforce) and contribute to incident tracking reports.
• Identify opportunities to improve client success by optimizing their use of our solutions in international markets.

Ideal Profile

Mandatory Languages:

Italian: Full Professional Proficiency (C1/C2 or Native).

French: Full Professional Proficiency (C1/C2 or Native).

Spanish: Fluent (oral and written).

English: Highly valued, though not strictly mandatory.

Operational Teamwork (Essential): Ability to coordinate daily with Sales, Product, and Tech teams, escalating blockers in a structured manner and avoiding information silos.

Account Management: Ability to manage multiple accounts simultaneously and prioritize tasks based on impact.

Soft

Skills

• Great attitude, strong work ethic, empathy, and the ability to build trust with diverse clients.
• Experience: Proven experience in customer service or technical support (experience in SaaS environments or the Hospitality sector is a plus, but not mandatory).
• Communication: Excellent oral and written communication skills with the ability to solve problems autonomously in multicultural environments.
• Tech Savvy: Basic technical knowledge at a user level.

What We Offer

Onboarding & Continuous Support: Personalized training from day one. You will never be alone; you’ll have constant mentoring from the team to master our conversational AI and access all the tools needed to grow with us.

Tech Leadership & Impact: The opportunity to join a dynamic team within a leading company in conversational AI, transforming the global hospitality industry.

Career Growth: Guaranteed professional development as part of one of Spain’s fastest-growing startups over the last 5 years.

Culture & Wellbeing: A young, close-knit, agile, and flexible work environment focused on results, including remote work on Fridays to support your work-life balance.

Are you passionate about tech support and a master of the Italian and French markets? We want you on our team!🚀🙌