Training & Support Consultant

📋 Description

• Serve as primary contact for Newbook clients, delivering timely support via phone and email.
• Diagnose and resolve complex technical issues using structured troubleshooting and escalation.
• Utilise AI-assisted tools to accelerate troubleshooting and improve knowledge surface.
• Plan and deliver 1:1 and group training sessions to help clients use Newbook.
• Tailor training content to each client’s goals, configuration, and operating model.
• Prepare clients for go-live by validating data imports, config, and launch guidance.

🎯 Requirements

• 1–3+ years in customer support, technical support, SaaS ops, or similar.
• Knowledge of property management, reservation, or SaaS platforms in hospitality.
• Ability to resolve Tier 2/3 issues while meeting SLA, CSAT, and productivity targets.
• Experience delivering customer training or enablement (onboarding, webinars, etc.).
• Excellent verbal and written communication skills and client relationships.
• Experience using AI-assisted tools to improve troubleshooting, docs, or productivity.

🎁 Benefits

• Generous health coverage for you and family, including disability and life insurance.
• 401(k) match after 60 days, 100% vest after 1 year.
• Employer contributions to HSA and an HRA to offset deductibles.
• Flexible vacation policy: take what you need.
• Fully paid parental leave: 12 weeks primary, 6 weeks secondary.
• Mental well-being resources and 8 hours of Volunteer Time Off per year.