Training & Support Consultant

What you'll do every day

• Serve as a primary point of contact for Newbook clients, delivering timely, high-quality support via phone, email, and other channels.
• Diagnose and resolve complex technical issues using structured troubleshooting, replication, and thoughtful escalation to ensure durable resolutions.
• Utilise AI-assisted tools to accelerate troubleshooting, surface relevant knowledge, and improve response quality and efficiency.
• Plan and deliver engaging 1:1 and group training sessions that help clients confidently use Newbook to manage their reservations, operations, and guest experiences.
• Tailor training content and materials to each client's goals, configuration, and operating model.
• Prepare clients for their "go live" by validating data imports and system configuration, mitigating risks, and providing hands-on guidance during launch.
• Maintain accurate, up-to-date documentation of support interactions, training activities, and client feedback in CRM and knowledge systems.
• Contribute to the development and maintenance of knowledge base articles, playbooks, and Confluence pages, leveraging AI tools to improve documentation quality and reuse.
• Collaborate closely with Product, Customer Success, and other internal teams to surface product feedback, reduce repeat issues, and improve the overall client experience.
• Proactively identify opportunities to automate workflows and enhance client outcomes through AI-enabled and process improvements.

What you need to bring

• 1–3+ years of experience in customer support, technical support, SaaS operations, or a similar customer-facing software environment.
• Strong 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 (for example, onboarding, webinars, advanced product education, or operational workflow coaching).
• Excellent verbal and written communication skills, with the ability to build strong client relationships and remain professional under pressure.
• Experience using AI-assisted tools to improve troubleshooting, documentation, training effectiveness, or personal productivity.

Bonus points

• Experience working with Newbook or similar PMS/reservation platforms used by RV parks, campgrounds, or accommodation providers.
• Background supporting customers across multiple time zones and regions.
• Experience creating or maintaining knowledge bases, training documentation, or Confluence 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.