Training & Support Consultant

About the role

You will serve as a primary point of contact for Newbook clients, delivering timely, high-quality support and training that ensures they receive a world-class experience from onboarding through daily operations. In this dual support and training role, you will diagnose and resolve complex technical issues while designing and delivering 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 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. You will proactively identify opportunities to automate workflows and enhance client outcomes through thoughtful process improvements and technology adoption.

Key facts

What you'll do

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.

Requirements

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.

All applicants must be currently authorized to work in the United States on a full-time basis.

Nice to have

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.

Practical notes

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: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.