Remote Customer Care Specialist – English & Italian

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity. Job Title: Remote Customer Care Specialist – English & Italian (100% Work From Home) Location: Remote from Latin America Position Type: Full-time Salary: $1,700 - $2,000 USD/month depending on experience Schedule: 2:00pm - 10:00pm Italy time or 9:00pm - 5:00am Italy time; 5 shifts of 8 hours each per week and alternating one weekend on, one off. Our Client: Our client is a fast-growing startup in the hospitality and short-term rental industry, specializing in managing and supporting vacation properties—primarily in Italy’s Tuscany region—while expanding into the U.S. market. They are building a high-quality, customer-centric operation focused on delivering seamless experiences for both property owners and guests. Job Overview: Our client is seeking a Customer Care Specialist to support their growing U.S. market operations. This role will primarily focus on delivering exceptional customer support in English, while also assisting Italian-speaking clients if possible. As the first dedicated hire for this market, you will play a key role in shaping the customer support experience, working closely with sales and onboarding teams to ensure smooth communication and issue resolution. The ideal candidate is bilingual in Italian and English, customer-focused, and comfortable working in a fast-paced startup environment.

Responsibilities

Customer Support & Communication

• Provide high-quality customer support primarily in English for the U.S. market
• Assist Italian-speaking clients if possible, especially for urgent matters
• Handle inquiries related to vacation rental properties and services
• Act as the main point of contact for customer care in the U.S. market

Issue Resolution & Customer Experience

• Resolve customer issues efficiently while maintaining a professional and empathetic tone
• Ensure timely follow-up and clear communication throughout the support process
• Deliver a seamless and positive customer experience across all interactions

Cross-Functional Collaboration

• Work closely with sales and onboarding teams to support customer needs
• Communicate customer feedback and recurring issues to internal teams
• Help improve processes as the U.S. support function continues to grow

Qualifications, Skills, and Key Competencies Required

• Fluency in English (written and spoken)
• Native Spanish or Portuguese
• At least 1 year of experience in customer support
• Ability to work aligned with U.S. time zones
• Strong communication and interpersonal skills
• Ability to work independently in a remote environment

Core Competencies

• Customer-first mindset with strong empathy
• Excellent problem-solving skills and attention to detail
• Calm and professional under pressure
• Proactive and reliable with strong ownership
• Adaptability and comfort in a startup environment

Preferred

• Experience in hospitality, tourism, or short-term rentals
• Experience supporting international customers
• Familiarity with CRM or customer support tools
• Fluency in Italian

Application Disclaimer: Please Read Before Proceeding To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description. Voice/Video Recording is REQUIRED Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified. Mandatory Knockout Questions Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America. Apply Wisely To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications. Check Your SPAM Folder All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication. We appreciate your interest and look forward to reviewing your application!