Training & Support Consultant

Role overview This remote position blends customer support and client enablement for a property management SaaS platform serving the hospitality and outdoor accommodation sector. The consultant owns the end-to-end client experience, guiding customers from onboarding through everyday operations while helping them extract lasting value from the software. A strong emphasis is placed on combining deep product fluency with modern, AI-assisted tooling to scale high-quality service across a global customer base.

Responsibilities - Act as the main point of contact for clients, delivering timely, high-quality support across phone, email, and other channels. - Diagnose and resolve complex technical issues using structured troubleshooting, replication, and escalation to reach durable fixes. - Use AI-enabled tools to accelerate diagnosis, surface relevant knowledge, and improve the consistency and quality of responses. - Plan and deliver engaging one-on-one and group training sessions that help clients confidently run reservations, operations, and guest experiences on the platform. - Tailor training materials to each client's goals, configuration, and operating model, and validate data imports and system setup ahead of launch. - Maintain accurate records in CRM and knowledge systems, and contribute to knowledge base articles, playbooks, and internal documentation. - Collaborate with Product, Customer Success, and other internal teams to surface feedback, reduce repeat issues, and drive continuous improvement.

Requirements - 1–3+ years of experience in customer support, technical support, SaaS operations, or a comparable customer-facing software environment. - Working knowledge of property management, reservation, or operational SaaS platforms, ideally within hospitality, accommodation, or outdoor hospitality. - Demonstrated ability to independently resolve complex Tier 2 and Tier 3 issues while consistently meeting SLA, CSAT, and productivity targets. - Proven experience delivering customer training or enablement, such as onboarding, webinars, advanced product education, or workflow coaching. - Excellent verbal and written communication skills, with the ability to build strong client relationships and remain professional under pressure. - Hands-on experience using AI-assisted tools to improve troubleshooting, documentation, training effectiveness, or personal productivity. - Must be currently authorized to work full-time in the United States and reside in an eligible state.

Nice to have - Background supporting customers across multiple time zones and regions. - Experience creating or maintaining knowledge bases, training documentation, or shared wiki spaces. - Track record of contributing to process improvement, automation, or operational excellence initiatives. - Experience mentoring peers or supporting less-experienced team members in a support or training environment.

Benefits and work setup - Fully remote, distributed work model. - Four weeks of fully paid caregiver leave to support aging dependents or family members when needed. - Monthly home data stipend of $50 plus a $250 home office sign-on bonus. - Fertility care support options and access to financial experts for retirement and planning decisions. - Direct Student Loan Payment Program, with eligibility rules applying. - Posted pay range: $40,000–$45,000 USD, based on skills, experience, and internal budget.