Product Support Specialist, Lighthouse
Implementation
$46-54k
Hotel revenue management solution
Be an early applicant
Hotel revenue management solution
501-1000 employees
Be an early applicant
$46-54k
501-1000 employees
Company mission
To help the hospitality industry visualise and leverage data for business success.
Role
Who you are
- 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
- Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. 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!
Desirable
- A background in the hotel industry or knowledge of revenue management principles
- Strong organizational and prioritization skills
- Proficiency in any additional language
What the job involves
- 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
- 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
Our take
Lighthouse, formerly OTA Insight, is a cloud-based data intelligence platform for the hospitality industry. It provides hoteliers with a suite of revenue management solutions that empower them to make smarter revenue and distribution decisions. With live updates, 24/7 support from its customer success team, and a highly intuitive and customisable dashboard, the Lighthouse platform integrates with other industry tools, including hotel property management systems, leading revenue management systems and data benchmarking providers.
Lighthouse's team of international experts are based all over the world, including the UK, US, France, Germany, Belgium, Spain, Italy, Brazil, Mexico, Singapore, Australia, India and Greece. The company supports more than 70,000 properties in 185 countries.
The company has focused on accelerating its expansion across all regions, with a particular focus on the Americas, where it has seen an incredible recovery. OTA has also expanded its suite of products with the release of Insight+ and by launching its Business Intelligence products in EMEA.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$370m
SERIES C
Nov 2021
$80m
SERIES B
Total funding: $470m
Company benefits
- Vision & dental Insurance
- Work from home opportunities
- Health insurance
Company HQ
Waterloo, London, UK
Leadership
Gino Engels
(Co-Founder & Chief Customer Officer)Previously worked at AB Inbev UK for 3 years, holding various positions such as National Account Executive and National Account Manager.
Matthias Geeroms
(Co-Founder & CFO)Previously Transfer Pricing Specialist at FOD Financien for 6 years.
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