Customer Care & Operations Executive @ OTA Insight in Denver Metropolitan Area

What you will do:

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, organized and dedicated. Fulfilling this role means you are entrusted with the relationships, and product health. A Customer Care and Operations Executive 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.

Where you will have impact:

• Educate and empower our users to help them achieve the most out of the Lighthouse products by engaging with them, listening, understanding their needs and providing 1-1 training where necessary
• Respond, investigate and resolve cases logged by customers via chat or email in a timely manner
• Help customers adopt and optimise their use of Lighthouse efficiently
• Prepare supporting material and product user manuals
• Collaborate with Business Development teams on internal questions and set-ups
• Collaborate with Product team to ensure client feature requests are represented on the roadmap and expectations with users are managed accordingly
• Escalate issues or bugs with Engineering team
• Communicate technical concepts across stakeholders of varying technical ability
• Where necessary identify shortfalls in the process and procedures and suggest process improvements

What’s in it for you?

• A flexible working environment where you can work from home or at one of our seven offices around the world
• Unlimited PTO, allowing you to take time off as you see fit
• Two annual Wellbeing Days, on top of your personal holidays, when we take some time away from our computers with the entire company
• Workshops and frameworks that help employees realize their full career potential
• The opportunity to shape the products that more than 85,000 users rely on worldwide
• The chance to grow and evolve the data culture at a fast-growing scale-up
• A compensation program that values your work and which we will proactively keep competitive
• 401k matching up to 4%
• The option of three health insurance plans from Blue Cross Blue Shield that will suit your personal needs
• We know not everyone relaxes the same way; therefore, we’ve opted to support your general wellbeing by subsidising up to 80% of your monthly ClassPass subscription
• A referral bonus scheme when you bring new talent to our #bestteamever!

Who you are:

• You are tech savvy and proficient with Microsoft Office (Excel, Word, Powerpoint) and Google Apps
• You’re fluent in English (Proficiency in another language is a plus)
• You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
• You have a tremendous work ethic, laser focus, passion, and dedication
• Excellent analytical, reporting, data manipulation, dashboard creation, and Business Intelligence skills
• You have exceptional written communication skills

The annual base salary for this role ranges from $42,000.00 – $50,000.00 USD. 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.