Product Support Specialist – Implementation

Lighthouse; United States; Remote; USD 46,000 - 54,000; Full time

Job summary

An innovative technology firm in the US is seeking a Product Support Specialist to provide end user Customer Care and help customers leverage their products effectively. The ideal candidate is tech savvy, possesses exceptional communication skills, and is passionate about customer service. This role offers a competitive salary and flexible work options, supporting a diverse and inclusive workplace.

Benefits

Health insurance

Flexible working environment

401k matching

Flexible time off

Qualifications

• Proficiency with Google Apps.
• Proven success in a customer facing environment.
• Fluent in English, both written and spoken.

Responsibilities

• Implement integrated products and provide end user Customer Care.
• Educate and empower users to fully utilize products.
• Respond, investigate and resolve customer cases via chat or email.

Skills

Tech savvy

Strong work ethic

Exceptional written communication skills

Customer service mentality

Team player

Tools

Google Apps

Job description

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

• Implement Lighthouse integrated products and provide end user Customer Care
• 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 optimize 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 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.

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 Google Apps.
• 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.

In addition to benefits and other Lighthouse total rewards, the annual base salary for this role is $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.