Product Support Specialist - Implementation

Lighthouse • Denver, CO

1d • Hybrid

About The Position

As a Product Support Specialist, you will be the face of Lighthouse for our customers. You will be an experience-maker, entrusted with building relationships and ensuring our customers get the most value from our products. In this role, you will advise and guide a wide array of clients, helping them map their business needs to our solutions and transforming their operations through the power of Lighthouse.

Requirements

• 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.

Nice To Haves

• A background in the hotel industry or knowledge of revenue management principles.
• Strong organizational and prioritization skills.
• Proficiency in any additional language.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed