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 receive maximum value from Lighthouse's integrated 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