Product Support Specialist

At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential.

Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 700+ teammates span 35 countries and represent 34 nationalities.

At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀

What you will do: 

Our Customer Care team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. Fulfilling this role means you are entrusted with the relationships, and product health. A Product Support Specialist is an experience-maker for our customers - passionate about working with a variety of hotels to make Lighthouse the common thread that transforms their business.

Where you will have impact: #LI-Hybrid

• Educate and empower our users to help them achieve the most out of the Lighthouse products by engaging with them, listening, understanding their needs and providing 1-1 training where necessary
• Respond, investigate and resolve cases logged by customers via chat or email in a timely manner
• Help customers adopt and optimise their use of Lighthouse efficiently
• Prepare supporting material and product user manuals
• Collaborate with Business Development teams on internal questions and set-ups
• Collaborate with Product team to ensure client feature requests are represented on the roadmap and expectations with users are managed accordingly
• Escalate issues or bugs with Engineering team
• Communicate technical concepts across stakeholders of varying technical ability
• Where necessary identify shortfalls in the process and procedures and suggest process improvements

#LI-Hybrid #LI-DN1

About our team: 

Our Customer Care team is a collaborative team across the AMER, APAC and EMEA regions. The team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. As a member of our team, you'll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.

What’s in it for you?

• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance. 
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 50% for dependents and spouses, plus $25/month to HSA.
• Employer paid Short and Long Term Disability + $50,000 Life Insurance 
• Parental leave: 12 week company paid primary caregiver leave, 3 week company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are:

• You are tech savvy and proficient with Microsoft Office (Excel, Word, Powerpoint) and Google Apps
• You're fluent in English (Additional Spanish proficiency preferred)
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
• You have a tremendous work ethic, laser focus, passion, and dedication
• Excellent analytical, reporting, data manipulation, dashboard creation, and Business Intelligence skills
• You have exceptional written communication skills

The annual base salary for this role ranges from $46,000.00 - $54,000.00 USD. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range.

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment to ensure all qualified candidates can participate fully. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply. Not ticking every box? No problem! We value diverse backgrounds and unique skill sets. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.