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Position Overview

This role as a Training & Support Consultant at Storable involves delivering exceptional client experience during onboarding and ongoing operations for Newbook users. The position requires combining detailed product knowledge with strong communication abilities to maximize customer value from the Newbook platform. The consultant will manage both support and training responsibilities, resolving issues, conducting interactive training sessions, and collaborating with various internal teams to enhance customer satisfaction and reduce recurring problems.

Key Duties

Act as the primary contact for Newbook clients, responding promptly and effectively to inquiries via calls, emails, and other communication channels.
Troubleshoot and resolve sophisticated technical challenges through structured approaches, replication, and escalation when appropriate to ensure lasting fixes.
Use AI-powered tools to speed up issue resolution, access relevant knowledge bases, and improve response quality.
Conduct tailored one-on-one and group training sessions that build client confidence in managing reservations, operations, and guest services using Newbook.
Customize training materials based on each client’s specific objectives, configurations, and operational workflows.
Support clients’ “go live” phases by verifying data imports, configurations, mitigating risks, and providing hands-on assistance.
Keep detailed records of support cases, training activities, and client feedback within CRM and documentation systems.
Develop and maintain knowledge base articles, playbooks, and internal documentation with assistance from AI tools to improve clarity and reuse.
Collaborate with product, customer success, and other departments to gather feedback, reduce repeat issues, and better overall customer experience.
Identify automation opportunities and implement AI-driven and process improvements to enhance client outcomes.

Required Qualifications

Between 1 to 3+ years of experience in customer or technical support, SaaS operations, or a comparable customer-facing software role.
Thorough understanding of property management, reservation, or operational software platforms, notably in hospitality, accommodation, or outdoor lodging sectors.
Proven record of independently solving complex Tier 2 and Tier 3 issues while meeting service level, customer satisfaction, and productivity targets.
Experience in delivering customer training or enablement through onboarding, webinars, advanced product education, or operational workflow coaching.
Strong verbal and written communication skills enabling the development of strong client relationships and professionalism under pressure.
Familiarity with AI-assisted tools to enhance troubleshooting, documentation, training efficacy, or individual productivity.

Preferred Skills

Experience using Newbook or similar property management systems utilized by RV parks, campgrounds, or accommodation providers.
Supporting customers across different time zones and geographic regions.
Creating and maintaining knowledge bases, training materials, or Confluence pages.
Engagement in initiatives focused on process improvement, automation, or operational excellence.
Mentoring or supporting junior team members in a customer support or training context.

Additional Information

Location: Remote, with eligibility limited to residents in select US states (see eligibility below).

Company: Storable specializes in property management technology tailored for the RV and camping industries through its Newbook platform, integrating management software and guest service tools.

Benefits and Perks

Comprehensive health insurance covering employees and families, including paid short- and long-term disability and doubled base salary life insurance.
401(k) plan with company match after 60 days and full vesting after one year.
Contributions to Health Savings Accounts with additional HRA to offset deductibles.
Flexible vacation policy with immediate access to time off based on trust.
Employee rewards program offering redeemable points for gifts and experiences.
Eight hours of paid volunteer time annually with opportunities for community engagement.
Eight hours of mental health rest and recharge time.
Access to mental wellness resources including counseling, stress management, and mindfulness workshops.
Fully paid parental leave: 12 weeks for primary and 6 weeks for secondary caregivers.
Pet-related leave policies including paid 'paw'ternity and bereavement leave.
Four weeks of paid caregiver leave for family or elder care.
Monthly home office stipend and sign-on bonus for home setup.
Fertility care support options.
Access to financial advisors for personal finance planning.
Student loan repayment assistance available subject to eligibility.

Eligibility and Employment Terms

Candidates must have full authorization to work in the United States on a full-time basis and reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Mississippi, North Carolina, Nebraska, New Jersey, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, Wyoming.

Important Notices

All communications from the company will come from official "@storable.com" email addresses. Be cautious of contact that does not fit this pattern.
The company only extends formal job offers following a thorough interview process.
If suspicious communication or offers arise, candidates should directly contact the HR department for verification.

Compensation

The annual salary for this position ranges from $45,000 to $60,000 USD. Compensation will be determined based on internal budget considerations, candidate skills, and experience. Additional details on variable pay and potential earning prospects will be shared during recruitment discussions.

Training & Support Consultant