Product Support Specialist, Lighthouse

• 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

• 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