Role Description This role of Training & Support Consultant ensures our valued clients receive a world-class experience by providing them with support and training regarding product functionality, new features, updates, and troubleshooting. As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing training to our clients. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance, whilst also conducting training sessions to educate clients on the effective use of our products and services. Your ability to provide superior support and training will be instrumental in ensuring customer satisfaction and maximizing the value they derive from our offerings. Key Responsibilities - Client Support - Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions. - Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions. - Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction. - Collaborate to escalate and resolve complex technical issues efficiently. - Strive to achieve customer satisfaction metrics and contribute to improving customer experience. - Maintain Customer Support satisfaction scores as per KPI targets. - Utilise AI-assisted tools and technologies to improve response efficiency and overall client support outcomes. - Client Training - Assess the specific needs and requirements of each client to tailor training programs accordingly. - Develop training materials, modules, and resources to facilitate client learning. - Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures. - Ensure that clients understand and can effectively use the tools and resources provided. - Adhere to support and training standards to ensure consistently high-quality interactions. - Live Day Preparation - Work closely with clients to prepare them for their "live day," ensuring importing and setup requirements are met. - Provide guidance and support to clients during the transition to live operations. - Self-Leadership - Continuously update your knowledge and skills related to the company's offerings and industry trends. - Take the initiative to identify areas for improvement in the client training process. - Documentation and System Management - Maintain and log detailed records of client training sessions, progress, and feedback in CRM. - Create training reports and summaries for management and clients. - Contribute to the continuous improvement of processes, workflows, and support resources through automation and AI-enabled solutions. Qualifications - 1-3+ years experience in customer support, technical support, SaaS operations, or similar customer-facing software environments. - Strong working knowledge of PMS, reservation, or operational SaaS platforms. - Demonstrated ability to independently resolve complex Tier 2 and Tier 3 support issues. - Proven ability to consistently meet or exceed KPIs and performance expectations. - Experience delivering customer training or enablement, including webinars and onboarding. - Strong communication, stakeholder management, mentoring, and an ownership mindset. - Demonstrated commitment to teamwork, continuous learning, accountability, and operational excellence. Measures of Success - Achievement of training & support KPI targets. - High client satisfaction and positive training feedback. - Successful onboarding and live day outcomes for clients. - Reduction in escalations and repeat support issues through effective troubleshooting and education. - Effective adoption and utilisation of AI tools and process improvements. - Contribution to team collaboration, operational efficiency, and continuous improvement initiatives. Critical Competencies - Customer-first mindset with strong relationship-building skills. - Excellent verbal and written communication skills. - Strong technical troubleshooting and problem-solving capability. - Ability to deliver engaging and effective training sessions. - Adaptability and willingness to embrace new technologies. - Strong organisational skills and attention to detail. - Empathy, patience, and professionalism when handling client issues. - Ability to manage competing priorities in a fast-paced environment. - Collaborative team player with a proactive approach to continuous improvement. Benefits - Competitive salary + Super - 4 weeks of leave, accrued throughout the year - Be More – company rewards and recognition that can be redeemed for personalized gifts and experiences. - 8 hours of Volunteer Time Off each year. - 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. - Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - Paw'ternity Leave and Pet Bereavement policies. - Caregiver Leave: four weeks of fully paid time away from work. - Fertility care support options. - Access to financial experts to help you make informed decisions.

• Advise our clients and work on platforms such as Google Cloud Platform, AWS, Microsoft Azure, Alibaba Cloud, or hybrid environments • Act as the point of contact and implementer for technical questions and their solutions (in the context of Technical FinOps, Cloud Governance, architecture, Kubernetes, migration strategies, etc.) • Design and develop migration strategies for cloud computing, taking FinOps into account • Provide technical consulting for the adoption of cloud solutions (AWS, Azure, GCP, etc.) across different platforms and implement these solutions • Advise on the introduction of FinOps principles and FinOps strategies • Standardize Continuous Integration and Continuous Delivery practices • Evaluate system and software engineering tools and processes • Develop system specifications for our clients' environments

Role Description This role of Training & Support Consultant ensures our valued clients receive a world-class experience by providing them with support and training regarding product functionality, new features, updates, and troubleshooting. As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing training to our clients. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance, whilst also conducting training sessions to educate clients on the effective use of our products and services. Your ability to provide superior support and training will be instrumental in ensuring customer satisfaction and maximizing the value they derive from our offerings. Key Responsibilities - Client Support - Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions, and employ active listening to fully understand customers' needs and provide accurate solutions. - Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions. - Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction. - Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management/customer success. - Strive to achieve customer satisfaction metrics and contribute to improving customer experience. - Maintaining Customer Support satisfaction scores as per KPI targets. - Utilise AI-assisted tools and technologies to improve response efficiency, troubleshooting, knowledge access, and overall client support outcomes. - Client Training - Assess the specific needs and requirements of each client to tailor training programs accordingly. - Develop training materials, modules, and resources to facilitate client learning. - Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures. - Ensure that clients understand and can effectively use the tools and resources provided. - Adhere to support and training standards to ensure consistently high-quality interactions. - Live Day Preparation - Work closely with clients to prepare them for their "live day," which will involve the launch of their database, ensuring importing and setup requirements are met. - Ensure cross-checking is completed before live day is due. - Provide guidance and support to clients during the transition to live operations, addressing any questions or concerns they may have. - Self-Leadership - Continuously update your knowledge and skills related to the company's offerings and industry trends. - Stay informed about changes and updates to the company's products or services. - Take the initiative to identify areas for improvement in the client training process and suggest enhancements. - Documentation and System Management - Maintain and log detailed records of client training sessions, progress, and feedback in CRM. - Maintain Knowledge Base and Confluence. - Create training reports and summaries for management and clients. - Utilise AI-assisted tools and technologies to improve documentation quality, support efficiency, knowledge management, and client training outcomes. - Contribute to the continuous improvement of processes, workflows, and support resources through automation and AI-enabled solutions. Qualifications - 1-3+ years experience in customer support, technical support, SaaS operations, or similar customer-facing software environments, including handling complex escalations. - Strong working knowledge of PMS, reservation, or operational SaaS platforms, ideally within hospitality, accommodation, or enterprise software environments. - Demonstrated ability to independently resolve complex Tier 2 and Tier 3 support issues using structured troubleshooting, replication, escalation management, and sound judgment. - Proven ability to consistently meet or exceed KPIs and performance expectations across multiple review cycles, including SLA, CSAT, ticket quality, productivity, and customer communication standards. - Experience delivering customer training or enablement, including webinars, onboarding, advanced product education, or operational workflow coaching. - Strong communication, stakeholder management, mentoring, and an ownership mindset, with the ability to remain reliable and professional under pressure. - Demonstrated commitment to teamwork, continuous learning, accountability, and operational excellence. Measures of Success - Achievement of training & support KPI targets. - High client satisfaction and positive training feedback. - Successful onboarding and live day outcomes for clients. - Reduction in escalations and repeat support issues through effective troubleshooting and education. - Effective adoption and utilisation of AI tools and process improvements to enhance productivity and client outcomes. - Contribution to team collaboration, operational efficiency, and continuous improvement initiatives. Critical Competencies - Customer-first mindset with strong relationship-building skills. - Excellent verbal and written communication skills. - Strong technical troubleshooting and problem-solving capability. - Ability to deliver engaging and effective training sessions. - Adaptability and willingness to embrace new technologies, including AI-enabled tools. - Strong organisational skills and attention to detail. - Empathy, patience, and professionalism when handling client issues. - Ability to manage competing priorities in a fast-paced environment. - Collaborative team player with a proactive approach to continuous improvement. Additional Information - Flexible working hours may be required to support clients across multiple time zones. - Ongoing training and professional development opportunities will be provided. - Career progression opportunities may be available based on performance and business needs. - This role is critical to ensuring clients receive exceptional support, effective training, and a smooth transition into live operations, while continuously improving the efficiency and quality of service delivery through modern tools and evolving best practices. Benefits - Competitive salary + Super - 4 weeks of leave, accrued throughout the year - 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 of aging dependents or family members, if needed. - 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.

Role Description As an Operations Manager at Snorkel AI, you will own the operational backbone of our Solutions AI delivery organization. You will be accountable for: - Putting the right people on the right work - Maintaining clear visibility into execution and financial performance - Driving alignment across pipeline, staffing, delivery, and revenue - Building the systems, processes, and operating rigor required to scale a high-performing Professional Services organization Main Responsibilities - Own capacity planning and staffing for the Solutions AI Engineers in Float, aligning resources to projects based on skills, priority, and availability - Build and maintain capacity and revenue forecasts based on pipeline, active projects, and hiring plans - Run scenario planning to identify hiring needs, capacity gaps, and delivery risks - Translate Salesforce (MEDDIC) pipeline into staffing plans and hiring signals, ensuring alignment between demand and capacity - Partner with Engagement Managers during deal formation to validate scope, resourcing, timelines, and margin assumptions - Ensure accurate timesheet submission, utilization tracking, and operational compliance across the delivery organization - Define standards for project setup, tracking, and reporting to ensure consistent execution across engagements - Establish operating cadences (e.g., weekly project and portfolio reviews) to ensure consistent execution - Maintain accurate project and portfolio reporting, including execution status, burn, margin, capacity, and delivery risks - Partner with Finance to ensure accurate revenue recognition, forecasting, and auditability of delivery data - Own reporting and dashboards for core PS metrics, ensuring a single source of truth across systems - Own data quality and consistency across Float, Jira, and Salesforce - Standardize workflows across Float, Jira, and Salesforce; improve data quality Qualifications - 5+ years in Professional Services Operations, Delivery Operations, or similar - Proven experience with resource planning, capacity management, and utilization - Experience with forecasting, capacity modeling, or financial planning in a services environment - Proficiency with PSA/PM/CRM tools (e.g., Float, Jira, Salesforce) - Strong understanding of PS financials (margin, burn, revenue recognition) and associated tools (Excel/Sheets; dashboarding/reporting) - Experience designing or optimizing workflows across multiple systems (PSA, CRM, project management tools) - Comfortable operating in ambiguity and building processes from the ground up - Candidate must be located in the United States - No Visa Sponsorship Provided Locations - New York - San Francisco Bay Area - Remote - US Salary Range $100,000 — $140,000 USD Benefits All offers include equity in the form of employee stock options. Our compensation ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Company Description Joining Snorkel AI means becoming part of a company that has market proven solutions, robust funding, and is scaling rapidly—offering a unique combination of stability and the excitement of high growth. As a member of our team, you’ll have meaningful opportunities to shape priorities and initiatives, influence key strategic decisions, and directly impact our ongoing success. Whether you’re looking to deepen your technical expertise, explore leadership opportunities, or learn new skills across multiple functions, you’re fully supported in building your career in an environment designed for growth, learning, and shared success. Snorkel AI is proud to be an Equal Employment Opportunity employer and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Snorkel AI embraces diversity and provides equal employment opportunities to all employees and applicants for employment. Snorkel AI prohibits discrimination and harassment of any type on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law. All employment is decided on the basis of qualifications, performance, merit, and business need. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.