Product Support Specialist - Implementation
Lighthouse is on a mission to revolutionize commercial strategy as hospitality's most powerful AI platform. As a Product Support Specialist, you will build relationships with customers, ensuring they maximize the value from Lighthouse products through exceptional support and guidance.
Responsibilities
- Implement Lighthouse's integrated products and provide exceptional end-user customer care
- Investigate and resolve customer cases submitted via chat or email in a timely and efficient manner
- Educate and empower users to maximize their use of Lighthouse products through active listening and understanding their needs
- Provide technical troubleshooting for client questions and requests, communicating technical concepts clearly to all stakeholders
- Develop and maintain supporting materials and product user manuals to enhance the customer experience
- Escalate complex technical issues and bugs to the Engineering team for resolution
- Collaborate with internal teams to address questions and ensure a seamless customer journey
- Leverage AI and automation tools to streamline troubleshooting, accelerate response times, and provide more personalized, data-driven support for our users
Skills
- Proven experience in a customer support role, ideally with a technical background
- An effective and empathetic communicator with exceptional written and verbal skills in English
- A driven self-starter who takes initiative to solve problems proactively
- Tech-savvy and proficient with modern support tools and software, including Google Apps
- A customer-first mentality with a strong work ethic and keen attention to detail
- A collaborative team player who thrives under pressure and works effectively across departments
- AI curious: you actively explore how automation and generative AI can drive smarter execution and better results
- A background in the hotel industry or knowledge of revenue management principles
- Strong organizational and prioritization skills
- Proficiency in any additional language
Benefits
- Flexible working environment: Work from home or at one of our global offices.
- Flexible time off: Autonomy to manage your work-life balance.
- Collaborative team: High-bar, friendly, creative, and passionate colleagues.
- Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
- Impactful work: Shape products relied on by 75,000+ users worldwide.
- Competitive compensation: Proactively maintained to value your work.
- Referral bonuses: Earn rewards for bringing in new talent.
Company Overview
Company H1B Sponsorship