Product Support Specialist - Implementation

Lighthouse•Fort Worth, TX

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.