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 850+ 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

• Educate and empower our users to help them achieve the most out of the Lighthouse products by engaging with them, listening, understanding their needs
• Respond, investigate and resolve cases logged by customers via chat or email in a timely manner 
• Manage common integrated product queries
• 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
• Attending to client questions/requests and technical troubleshooting
• Develop understanding of all Lighthouse products and how they assist our varied user profiles
• Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments
• Escalate issues or bugs with Engineering team
• Communicate technical concepts across stakeholders of varying technical ability

About our team

Our Customer Growth team is a closely collaborative team of 28 professionals from around the world. Led by one of the founders of Lighthouse, our team focuses on nurturing client relationships. Our team has two primary objectives: retain clients' business and grow those opportunities. They accomplish these objectives by learning what their clients' goals are and helping their clients achieve them. Our team has a strong hospitality background and understands the importance of delivering exceptional customer experiences.

What's in it for you?

• 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 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

• You are tech savvy and proficient with Google Apps.
• You're fluent in English. Mandarin is a mandatory requirement. Any additional language is a plus.
• Experience working is hospitality industry is preferred 
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves.
• Strong work ethic, hands-on, detail oriented with a customer service mentality..
• Proven success in a customer facing environment i.e. through satisfaction scores.
• Team player, ability to work cross-functionally and under pressure
• You have exceptional written communication skills
• Fluent in English, both written and spoken, any other language used within our company network is a plus. 
• A background and understanding of the hotel industry and or revenue management principles is a strong plus.

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. #LI-Hybrid