Product Support Specialist
OTA Insight
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 of B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 560 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? 🚀
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 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
#LI-Hybrid #LI-DN1
About our team:
Our Customer Care team is a collaborative team across the AMER, APAC and EMEA regions. The 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. As a member of our team, you'll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.
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 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
- The chance to grow and evolve the data culture at a fast-growing scale-up
- A compensation that values your work and which we will proactively keep competitive
- A referral bonus scheme when you bring new talent to our #bestteamever!
Who you are:
- You are tech savvy and proficient with Microsoft Office (Excel, Word, Powerpoint) and Google Apps
- You're fluent in English, Portuguese, and Spanish
- 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
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.