Training & Support Consultant

About the role

As a Training & Support Consultant you will be the main point of contact for Newbook’s hospitality clients, ensuring they receive a seamless experience from onboarding through daily operations. You will combine deep product knowledge with strong communication skills to help customers maximise the value of the platform.

Key responsibilities

• Provide timely, high‑quality support via phone, email and other channels, diagnosing and resolving complex technical issues.
• Leverage AI‑assisted tools to accelerate troubleshooting, surface relevant knowledge and improve response efficiency.
• Design and deliver 1:1 and group training sessions, tailoring content to each client’s configuration and goals.
• Prepare clients for go‑live by validating data imports, system configuration and offering hands‑on guidance.
• Maintain accurate documentation of support interactions, training activities and client feedback in the CRM and knowledge base.
• Contribute to knowledge‑base articles, playbooks and Confluence pages, using AI tools to enhance documentation quality.
• Collaborate with Product, Customer Success and other internal teams to surface feedback, reduce repeat issues and improve the overall client experience.
• Identify opportunities to automate workflows and enhance outcomes through AI‑enabled process improvements.

Required profile

• 1–3+ years of experience in customer support, technical support or SaaS operations.
• Familiarity with property‑management, reservation or operational SaaS platforms, preferably in hospitality.
• Proven ability to resolve Tier 2/3 issues while meeting SLA, CSAT and productivity targets.
• Experience delivering customer training, onboarding sessions, webinars or workflow coaching.
• Excellent verbal and written communication skills.

Required skills

• Use of AI‑assisted support tools.
• CRM and knowledge‑base documentation (e.g., Confluence).