Technical Support SpecialistNew

As a subject matter expert on our products, you will serve as a key escalation point for complex client queries and manage your case portfolio independently. You will be the go-to expert for our clients, providing exceptional technical support and turning technical complexity into clear, empowering experiences. Your role is crucial in maintaining our high standards of customer satisfaction and acting as a vital link between our clients and internal teams.

Where you will have impact

• Serve as a subject matter expert and escalation point for complex client queries related to product logic, integrations, and configurations.
• Investigate, troubleshoot, and resolve a high volume of technical support cases, applying root cause analysis to ensure long-term solutions.
• Collaborate cross-functionally, escalating critical issues to Engineering and Product teams with clear documentation to drive product improvements.
• Educate and empower clients to maximize their use of Lighthouse products, adapting your guidance to their specific needs and technical level.
• Provide technical support to existing clients for integrated products like BI, Benchmark Insights, OTB and Pricing Manager.
• Manage and resolve customer cases logged via chat and email in a timely and professional manner.
• Prepare and maintain supporting materials and product user manuals to enhance customer self-service.
• Proactively identify risks to the client experience and contribute to process improvements by suggesting enhancements to our support workflows.
• Manage relationships with third-party partners to troubleshoot and support integrated solutions, ensuring a seamless experience for our customers.
• Contribute to the enhancement of our internal AI support tools by providing valuable feedback and insights from your daily interactions.

About our team

You'll be joining our dynamic and global Technical Support team. We're a close-knit group responsible for providing support to Lighthouse clients worldwide. Your role will be part of the EMEA crew and we work on a rotation with our colleagues in the Americas and APAC to ensure seamless global coverage. Our team is the backbone of client success, focused on resolving technical challenges and ensuring our customers have a fantastic experience with our products. We are also a collaborative and supportive group and we value teamwork to tackle any challenge that comes our way.

• Proven experience in a customer-facing technical support, customer care, or product support role.
• Full professional fluency in English and at least one other European language (e.g., Spanish, French, German, or Portuguese).
• Strong technical affinity with the ability to diagnose and resolve complex product issues, applying critical thinking and root cause analysis.
• Excellent communication and stakeholder management skills, with the ability to set clear expectations with clients and internal teams.
• Proficiency with Google Suite and other modern business applications.
• A strong work ethic, a detail-oriented mindset, and the ability to perform well under pressure.
• A proactive and hands-on approach to problem-solving.
• Demonstrated ability to manage a portfolio of cases with clear structure, prioritization, and timely communication in a fast-paced environment.
• An interest in artificial intelligence and a willingness to engage with and improve AI-driven support tools.

We welcome

• A background in the hospitality industry, particularly with hotel technology (e.g., PMS) or in a relevant hotel department like revenue or reservations.
• Knowledge of key hospitality metrics and concepts such as RevPAR, OTB, and occupancy
• Proven high customer satisfaction scores (CSAT) in a previous role.
• Previous experience with software implementations or integrations.

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.
• Alan Healthy benefits: 160€/month for food or nursery.
• Payflow App: Access your earned salary in advance at no cost to you.
• Flexible retribution: Optional benefits through tax-free payroll deductions for food, transportation and/or nursery.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents.
• 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 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

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?, 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.