Product Support Specialist - Implementation

Product Support Specialist - Implementation

Denver Metropolitan Area

At Lighthouse, we're on a mission to revolutionize commercial strategy as hospitality's most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building softwarethey are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness: We're innovators who care deeply about our customers' success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don't just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

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?

Job Details

• Growth Operations | Customer Operations
• Denver, CO
• Hybrid
• Compensation: Salary Range: $46,000.00 - $54,000.00

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.

Where you will have impact

• 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.

About our team

Come join our Customer Engagement team, the driving force behind our commitment to customer satisfaction! We are the friendly, strategic-minded, and dedicated faces of Lighthouse who work tirelessly to ensure every client interaction is positive and productive. Our team thrives on understanding our clients' needs and tailoring solutions that exceed their expectations. We are a proactive, collaborative group focused on building long-term partnerships that drive mutual success.

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 75,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

Who you are

Essential

• 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.

We welcome

• A background in the hotel industry or knowledge of revenue management principles.
• Strong organizational and prioritization skills.
• Proficiency in any additional language.

Diversity, equity, inclusion, and belonging

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 part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

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!