Client Support Specialist - Hotel Tech

In this role, you'll be one of the first points of contact for our hotel clients, helping them with questions, finding solutions and making sure they get the most out of our software.

* Fluent English & Dutch is required

Do you enjoy solving problems, building relationships and making someone's day a little easier? And do you have experience in hospitality and an interest in technology? Then we'd love to meet you!

At Smarthotel, we help hoteliers simplify their daily operations with smart, connected technology. But even the best technology needs great people behind it. That's why our Client Services team plays such an important role in making sure our clients get the support they need.

You’ll mainly support hotels in the Netherlands, alongside clients in Belgium, Germany and other European markets.

As a Client Support Specialist, you're there to help our hotel clients whenever they need support. Whether it's answering a question about our software, helping a hotelier with a booking issue or finding the right colleague to resolve a more complex request, you make sure clients feel heard and supported.

You’ll work closely with your colleagues in Client Services and other teams across Smarthotel to deliver the best possible experience for our clients.

• Being the first point of contact:
  Helping hotel clients with their questions via phone, email and our Hub Spot ticketing system.

• Finding solutions:
  Investigating and resolving day-to-day questions and issues related to our solutions, including our Channel Manager, Booking Engine, payments and hotel websites.

• Helping hoteliers get the most out of our software:
  Guiding clients through product features, system settings and best practices.

• Managing support requests:
  Keeping track of incoming tickets, setting priorities and making sure clients receive timely updates and solutions.

• Working together:
  Collaborating with colleagues in Client Services, Product, Engineering and Account Management when additional expertise is needed.

• Keeping clients informed:
  Proactively communicating about service updates, incidents or planned maintenance.

• Sharing knowledge:
  Documenting solutions in Hub Spot, contributing to our knowledge base and helping improve our support processes.

  You'll also be part of a shared emergency support rota, which may occasionally involve evening, weekend or public holiday shifts.

We're looking for someone who understands the hospitality industry, enjoys working with people and has a natural drive to help others.

You're a good listener, a clear communicator and someone who doesn't give up when a question takes a little extra effort to solve. You enjoy working as part of a team and know how to stay organised when things get busy.

• At least 3 years of relevant experience in hospitality, customer support or a similar client-facing role, with a strong understanding of hotel operations.

• Experience working with hospitality technology, such as Property Management Systems (PMS), channel managers or booking engines.

• Strong communication skills and the ability to explain information clearly and patiently.

• A proactive, service-minded attitude and a genuine interest in helping clients succeed.

• Good problem-solving skills and the ability to manage multiple requests and priorities.

• Confidence working with digital tools and systems.

  Experience with Hub Spot or other CRM and ticketing systems is an advantage, as is familiarity with hotel payment processes.

  You don't need to be a technical expert, but you should be curious about technology and enjoy learning how different systems work together.

• Fluent in Dutch and English (required)

• German is a plus

At Smarthotel,…