Location: Remote
Overview
As a Training & Support Consultant, you will ensure Newbook clients receive a world-class experience from onboarding through day-to-day operations. You will combine deep product knowledge with strong communication skills to help customers get the most value from our platform.
In this dual support and training role, you will handle incoming requests, troubleshoot complex issues, and deliver engaging training that empowers clients to confidently use Newbook to run their businesses. You will work closely with teams across the company to surface feedback, reduce repeat issues, and continuously improve how we serve our customers.
You will also leverage modern tools, including AI-enabled solutions, to improve the quality, speed, and consistency of support and training, helping Newbook scale exceptional experiences across a growing global customer base.
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
- 13+ 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.
All applicants must be currently authorized to work in the United States on a full-time basis.
Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.
About Us:
At Storable, were redefining property management for specialty real estate. Tailored for the RV & camping industry, we provide the industrys leading all-in-one technology platform, Newbook. Our solutions integrate management software, reservation tools, websites, online bookings, payments, and more to simplify operations, delight guests, and drive revenue growth. Explore our platform solutions at www.newbook.cloud.
Benefits and Perks:
- Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
- 401(k) match after 60 days, 100% vested after 1 year.
- Employer contribution to your HSA, plus an HRA to help offset your deductible.
- Instant access to flexible vacation. We trust you, so we have a take what you need vacation policy.
- Be More company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
- 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
- 8 hours of Rest, Relax, Recharge time to care for your mental health.
- Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
- Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
- Pawternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
- Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
- $50 monthly home data stipend, plus a home office sign-on bonus of $250.
- Fertility care support options to help in your journey towards parenthood.
- Access to financial experts to help you make informed decisions and achieve your financial goals.
- Direct Student Loan Payment Program, some qualifications and eligibility rules apply.
Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.
Important Notice: To protect yourself from fraudulent activities, please consider the following:
- Official Communication: All genuine communication from Storable will come from official email addresses, ending in @storable.com. Be cautious of any communication that doesnt match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, its a red flag.
- Verification: If youre uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.
Your security and trust are paramount to us. If you suspect youve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com
