Note: The job is a remote job and is open to candidates in USA. Lighthouse is on a mission to disrupt commercial strategy for the hospitality industry with its innovative platform. The Technical Support Specialist will serve as a subject matter expert on BI products, managing customer cases, troubleshooting technical issues, and collaborating with cross-functional teams to enhance customer satisfaction.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- 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.
Company Overview
- Lighthouse is the leading commercial platform for the travel & hospitality industry. It was founded in 2012, and is headquartered in Denver, Colorado, US, with a workforce of 501-1000 employees. Its website is https://www.mylighthouse.com/.
Company H1B Sponsorship
- Lighthouse has a track record of offering H1B sponsorships, with 2 in 2025, 3 in 2024, 3 in 2023, 5 in 2022, 11 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.