Product Support Specialist (Japanese Speaking)

At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.

We successfully raised 80 million in series B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 650 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector? 🚀

We are expanding internationally and are looking for a full-time Japanese speaking Product Support Specialist to join our team in the APAC region. This individual will ideally be based in Kuala Lumpur, Malaysia. 

What you will do:

As the Product Support Specialist, you are responsible for implementing new subscriptions in addition to supporting existing integrated product clients to ensure the highest customer satisfaction. The perfect candidate is a champion in customer satisfaction and ensures that our clients can leverage our integrated products in the most impactful manner possible with the best data. An understanding of basic hotel knowledge and their PMS, CRS, RMS systems and a passion for service are the driving force behind an experienced Customer Care & Operations Executive at Lighthouse.

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 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.

About our team:

Our Customer Care team members are the driving force behind our commitment to customer satisfaction and operational excellence. With a proactive approach, we work tirelessly to ensure that every client interaction is positive and productive. We strive to understand our clients' needs thoroughly and tailor our solutions to exceed their expectations. Through proactive communication and relationship-building initiatives, we foster long-term partnerships that drive mutual success. 

Who you are:

• You are tech savvy and proficient with Microsoft Office (Excel, Word, Powerpoint) and Google Apps.
• You're fluent in English and Japanese
• 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
• An understanding of revenue management and hospitality industry is a strong plus
• At least 1-3 years of experience is preferred

What’s in it for you?

• A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
• Unlimited time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
• A compensation that values your work and which we will proactively keep competitive
• A motivation to deliver your best work as we have built a high-bar and very talented team of individuals that are friendly, creative, open-minded and passionate about what they do
• Workshops and frameworks that help employees realise their full career potential
• A mandate to operationalize and democratise research through tools, training, and processes
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• A referral bonus scheme when you bring new talent to our #bestteamever!

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. 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.

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.