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 700+ 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? 🚀
We are expanding internationally and are looking for a full-time Technical Support Specialist to join our BI team in the APAC region. This individual will ideally be based in Singapore or Malaysia.
Where you will have impact
- Attending to client questions/requests and escalated technical troubleshooting related to integration logic, macros, and scripts
- Escalate issues or bugs with Engineering & Product teams
- Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments
- Educate and empower our users to help them achieve the most out of the Lighthouse BI products by engaging with them, listening, and understanding their needs
- Respond, investigate and resolve cases logged by customers via chat or email in a timely manner
- Prepare supporting material and product user manuals
- Collaborate with Business Development teams on internal questions
- Communicate technical concepts across stakeholders of varying technical ability
- Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution
- Where necessary, identify shortfalls in the process and procedures, and proactively suggest process improvements
- Participate in regional monthly improvement and innovation reviews based on local metrics
- Responsible for specific ad hoc projects established by the Regional Customer Care Manager.
Who you are
- You are tech savvy and proficient with Google Apps
- You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
- You have a background and understanding of the hotel industry and/or revenue management principles
- Proven success in a customer facing environment i.e. through satisfaction scores
- Strong work ethic, hands-on, detail oriented with a customer service mentality
- Team player, ability to work cross-functionally and under pressure
- You have exceptional written communication skills
- Fluent in English, both written and spoken. Fluency in Japanese on top is a strong plus
About our team
Our Customer Care team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organised and dedicated. Fulfilling this role means you are entrusted with the relationships, and product health specifically for integrated products. A Technical Support Specialist is a subject matter expert on integration processes, logic, data validation and analysis. In addition, a Technical Support Specialist is an experience-maker for our customers - passionate about working with a variety of hotels to make Lighthouse the common thread that transforms their business.
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.
- Competitive compensation: Proactively maintained to value your work.
- 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.
- Referral bonuses: Earn rewards for bringing in new talent.
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.
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What We Do
Lighthouse is the leading commercial platform for the travel & hospitality industry. We transform complexity into confidence by providing actionable market insights, business intelligence, and pricing tools that maximize revenue growth. Trusted by over 70,000 hotels in 185 countries, and supported by 700+ employees, Lighthouse is the only solution that provides real-time hotel and short-term rental data in a single platform. We strive to deliver the best possible experience with unmatched customer service. We consider our clients as true partners — their success is our success. How can Lighthouse help you? Rate Insight Track competitor pricing to maximize revenue Market Insight Accurately predict future market demand Parity Insight Identify and solve parity issues portfolio wide Benchmark Insight Effectively navigate competitive performance trends Distribution Insight Optimize distribution channel performance Destination Insight Enrich your strategy with short-term rental insights Business Intelligence Monitor, optimize, and report on your performance Pricing Manager Boost revenue with AI-driven room price recommendations Channel Manager AI-powered channel management that transforms pricing and distribution for independent hotels Hotel Data Solutions Bespoke data sets to elevate your commercial strategy Short-Term Rental Data Solutions Power your short-term rental strategy with custom insights Revenue Management Services Master commercial strategy with expert revenue support
