Local Support Specialist – Bilingual (Italian/English)

About the role

RateHawk is looking for a bilingual Local Support Specialist to assist its B2B travel partners in Italy. You will work remotely, handling partner inquiries in both Italian and English while ensuring a high level of service and satisfaction.

Key responsibilities

• Answer partner calls, provide initial advice, and deliver regular case updates in Italian and English.
• Maintain transparent, customer‑centric communication to achieve partner satisfaction.
• Manage incoming tickets, follow up on escalations, and proactively work on resolution and prevention.
• Process booking modifications and relocations with accuracy and urgency.
• Collaborate with internal departments to ensure smooth workflows and excellent service delivery.
• Balance expectations of partners and account managers to achieve satisfactory outcomes.
• Document all interactions and actions in the company CRM system.

Required profile

• Advanced fluency in Italian and English, both spoken and written.
• Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is a strong plus.
• Proactive mindset with the ability to anticipate partner needs.
• Calm under pressure, capable of handling multiple urgent issues simultaneously.
• Empathetic communicator who understands customer concerns.
• Quick learner comfortable with new tools, systems, and processes.

Required skills

What we offer

• Fully remote work arrangement.
• Base salary plus monthly performance bonus.
• Dynamic, young team of specialists.
• Opportunities for professional growth and challenging projects.
• Learning & development support through seminars, trainings, and conferences.
• Corporate discounts on hotels and related services.