Note: The job is a remote job and is open to candidates in USA. Storable provides an all-in-one property management technology platform, Newbook, for the RV, camping, and specialty hospitality industries. The Training & Support Consultant will support clients, troubleshoot complex issues, deliver tailored training, guide go-live activities, maintain documentation, and collaborate across teams to improve customer outcomes using AI-enabled tools.
Responsibilities
- 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
Skills
- • 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
- •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.
- • 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
Benefits
- 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!
- 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.
- ’Paw’ternity 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.
- Remote work arrangement as a fully distributed company.
Company Overview