Product Support Specialist - Implementation

What you will do #LI-Remote

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 Care 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.

The annual salary for this role ranges from MXN 330,000.00 - MXN 390,000.00. 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.