Product Support Specialist - Japanese Speaker

Our Mission: Why Lighthouse? 

At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue. 

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

Lighthouse Values: Our guiding light

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness: We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

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? 🚀

Job Details

• 💼 Customer Care | Customer Operations
• 📍 Kuala Lumpur - Malaysia 
• 🕜 Full-Time Hybrid 

What you will do

As a Product Support Specialist, you will be a key member of our Customer Care team and the face of Lighthouse to our diverse customers. You will be entrusted with building strong relationships and ensuring our clients' success by guiding them through our platform. As an experience-maker for our customers, you will help hotels transform their business by becoming an expert on our products and their unique needs.

Where you will have impact

• Educate and empower our users to help them achieve the most out of the Lighthouse products.
• Respond to, investigate, and resolve cases logged by customers via chat or email in a timely and professional manner.
• Provide technical troubleshooting for client questions and escalate complex issues or bugs to the Engineering team.
• Help customers adopt and optimize their use of Lighthouse products efficiently.
• Prepare supporting materials and product user manuals to enhance the customer experience.
• Collaborate with internal teams, including Business Development, on customer-related questions to ensure a seamless experience.
• Develop a deep understanding of all Lighthouse products to assist our varied user profiles.

About our team

Join our global and collaborative Customer Care team, the dedicated faces of Lighthouse for our users. We are a passionate group of strategic-minded professionals who advise and guide a wide array of customers from around the world. Our team is entrusted with nurturing client relationships and ensuring product health. We are the first point of contact, focused on problem-solving and helping our clients achieve their goals by making 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.
• 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.

Who you are

• Professional fluency in both English and Japanese (business-level or native) is a mandatory requirement.
  
• Proven success in a customer-facing environment with a strong customer-first mentality.
  
• Exceptional written and verbal communication skills.
  
• An independent and accountable worker who can manage their own queue and escalate issues appropriately.
  
• Strong time management skills with the ability to prioritize across multiple open tickets and meet SLAs.
  
• Resourceful and adaptable, with proactive problem-solving skills and comfort working in a fast-pivoting environment.
  
• AI-savvy, with experience or comfort using AI tools to improve efficiency and resolution speed.
  
• Tech-savvy and proficient with business tools such as Google Apps.
• Knowledge of the hospitality industry 

Diversity, equity, inclusion, and belonging

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. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. 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!

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