Technical Support Specialist at Lighthouse

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 850+ 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 Reporting to our Customer Care Manager, you will join as a Technical Support Specialist for our Business Intelligence (BI) products. You will be a subject matter expert on our integration processes, data validation, and analysis, serving as a key resource for our customers. Your role will focus on advising and guiding a wide array of clients, handling escalated technical issues, and ensuring they successfully leverage Lighthouse to transform their business. Where you will have impact • Manage and resolve customer cases logged via chat and email in a timely and professional manner. • Investigate and troubleshoot escalated technical issues related to integration logic, data, and system performance. • Collaborate closely with Engineering, Product, and Business Development teams to resolve complex bugs and customer issues. • Educate and empower our customers, helping them understand and achieve maximum value from our BI products. • Utilize and support AI-driven features within our platform, helping customers leverage advanced analytics for smarter business decisions. • Clearly communicate complex technical concepts to customers and internal stakeholders of varying technical abilities. • Proactively identify and suggest improvements to support processes, procedures, and internal tools. • Prepare and maintain supporting materials and product user manuals to enhance customer self-service. About our team You'll be joining our dedicated Customer Care team, the strategic and compassionate faces of Lighthouse. We are the subject matter experts for the company's integrated products, and we're passionate about making our customers successful. We thrive on solving complex challenges, working cross-functionally, and acting as the crucial link that helps transform our customers' businesses through data. We are an organized, dedicated, and collaborative group entrusted with building strong customer relationships. What's in it for you? • 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 75% for dependents and spouses, plus $25/month to HSA. • Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both. • Employee Assistance Program: 100% confidential and free. • Employer paid Short Term Disability + $50,000 Life Insurance • Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan. • Wellbeing support: Subsidized ClassPass subscription. • Referral bonus: Earn rewards for bringing in new talent. Who you are Essential • Proven success in a customer-facing role with a strong customer service mentality. • You are tech-savvy with the ability to tackle complex technical issues. • An interest in and aptitude for understanding AI-driven tools and features. • Exceptional written and verbal communication skills in English. • A strong work ethic, a detail-oriented mindset, and the ability to perform well under pressure. • You are a natural team player with experience working effectively in a cross-functional environment. • A proactive and hands-on approach to problem-solving. • Proficiency with Google Suite and other modern business applications. We welcome • A background and understanding of the hotel industry and/or revenue management principles. • Proven high customer satisfaction scores in a previous role. • Fluency in another language used within our company network. In addition to benefits and other Lighthouse total rewards, the annual base salary for this role is $53,000.00 - $62,500.00 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. Learn more about our careers and recruitment process | Our company and leadership team