Customer Experience & Support Specialist

Homeby is reshaping property management in Italy, aiming to set a new standard in the alternative accommodations space. We help property owners and agencies improve operations, optimize performance, and maximize profits.

Within two years since launch, we have expanded our full-management services across multiple Italian cities and offer our Booking Manager plan nationwide.

As Homeby grows, delivering a reliable and consistently high-quality guest experience is becoming increasingly central to our development. We are therefore strengthening our Customer Experience function and investing in better processes, tools, and service standards.

Role Description Homeby is looking for an ambitious, empathetic, and highly organized Customer Experience & Support Specialist to join our central team.

You will be one of the main points of contact for guests before, during, and after their stay, managing communications, resolving issues, and coordinating with local teams.

This is not a traditional customer service role focused only on replying to messages. We are looking for someone who can understand situations quickly, identify priorities, make sound decisions, and take ownership until each issue is fully resolved.

You will work closely with the founders and collaborate with Customer Experience, Reservations, Operations, Property Management, and Onboarding.

The preferred working model is

hybrid in Milan , although we are also open to evaluating strong candidates interested in working fully remotely.

The role includes rotational evening and weekend shifts. Evening shifts will never extend beyond 10:00 p.m.

Your responsibilities will include:

Managing guest communications and supporting guests throughout their stay with clear, accurate, and timely information.

Assisting with registration, check-in, property access, and stay-related requests, while identifying and prioritizing urgent situations.

Handling operational issues and complaints, coordinating with internal teams, technicians, cleaning providers, and local partners until resolution.

Maintaining accurate internal records and using guest feedback and recurring issues to improve processes, templates, and the overall guest journey.

Working Schedule The position includes a structured rotational schedule covering:

Some Saturdays and Sundays.

Some evening shifts, ending no later than 10:00 p.m.

Standard daytime working hours during the remaining shifts.

Weekend and evening coverage will be shared across the team and organized in advance. We do not expect constant availability outside scheduled hours.

Qualifications

Bachelor's or Master's degree completed or close to completion, preferably in Hospitality, Tourism, Business, Communication, Languages, Psychology, or a related field.

Excellent Italian and strong English, both written and spoken. Additional languages are a plus.

Strong organizational and interpersonal skills, attention to detail, and the ability to manage multiple priorities while remaining calm and solution-oriented.

Practical mindset, confidence with digital tools, strong ownership, and availability for rotational evening and weekend shifts.

Previous experience in customer service, hospitality, tourism, short-term rentals, or operations is considered a plus but is not required.

What Success Looks Like

Guests receive prompt, clear, and professional support.

Open issues are followed through until full resolution.

Critical situations are escalated quickly and with complete information.

Recurring issues are turned into better processes, communications, and automations.

Compensation This is a full-time position with a gross annual salary between **€23,000 and €27,000**, depending on experience, skills, and overall fit.

Why Join Homeby

Join one of Italy's fastest-growing proptech and hospitality companies.

Take ownership from day one and have a visible impact on real guest experiences.

Develop strong skills across customer experience, hospitality operations, problem solving, and technology.

Help build Homeby's Customer Experience function and grow into positions of increasing responsibility.

As Homeby grows, Customer Experience will become an increasingly strategic function. The person joining this role will not only support guests, but also help define how Homeby delivers a consistent and high-quality experience across its portfolio.

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