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About the Role

Oversee the customer onboarding process from start to finish, serving as the main point of contact and having a direct impact on customers entering the cloud era.

Responsibilities

• Act as the implementation's technical main point of contact for customers.
• Provide remote and in-person implementation and support to customers across North America.
• Deliver remote and onsite implementation and technical support services for customers who purchased a field package.
• Manage a segment of customers through the onboarding process, ensuring timely completion.
• Communicate consistently with customers on implementation status and upcoming training dates.
• Update customer records in CRM and other web-based tools to reflect project updates and timelines.
• Collaborate with internal and external resources to complete project tasks, such as hardware installation and software integrations.
• Utilize troubleshooting techniques to identify and resolve customer issues promptly.
• Work closely with the Launch Services team, Manager, and Team Lead to handle daily situations and improve customer experiences.
• Ensure high customer satisfaction ratings.

Requirements

• Tech-savviness and a genuine interest in technology advancements, especially in hardware and software.
• Strong knowledge of the Golf Industry.
• Intermediate knowledge of network infrastructures in a business environment.
• 3+ years of customer service experience in a technical support role.
• Excellent verbal and written communication skills in English.
• Fluency in English as a working language is required.
• Polished presentation with impeccable people skills; ability to work with C-Level executives in person.
• Ability to handle multiple implementation projects at various phases.
• Ability to convey a customer-focused attitude.
• Proven troubleshooting skills.
• Ability to manage technical escalations of at-risk accounts and identify growth opportunities.
• Flexibility in schedule for travel, expected approximately 60% of the time.
• Possess a valid passport, driver's license, and have access to a vehicle.

Skills

• Hardware
• Software
• Golf Industry knowledge
• Network infrastructures
• Customer service
• Technical support
• Communication skills
• Presentation skills
• Troubleshooting
• Project management
• POS
• SaaS
• Networking
• Hubspot
• ChurnZero

Location

• North America

Work Type

• Remote
• In-person
• Onsite
• Field

Experience Level

• 3+ years of customer service experience in a technical support role

Salary/Compensations

• $75,000 TO $85,000 CAD

Benefits

• Flexible paid time off
• Remote work policies
• Equity options
• Contributions to pension plan
• Training opportunities
• Health and wellness credit
• Time off to volunteer
• Interest groups
• Employee led networks
• Social committees
• Sponsored sports teams
• Computer purchase program
• Macbook
• Enhanced parental leave
• Medical insurance
• Dental insurance
• Life insurance
• Disability insurance
• RRSP plan and match
• Paid parental leave top-up
• Paid time off

About the Company

• Lightspeed is building communities through commerce.
• Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.
• The company's cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
• Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD).
• With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
• Lightspeed invests in employees with continuous learning opportunities, global mobility, and benefits.
• The company fosters a driven, diverse, and inclusive team passionate about empowering communities.

Equal Opportunity

• Lightspeed is a proud equal opportunity employer and is committed to creating an inclusive and barrier-free workplace.
• Lightspeed welcomes and encourages applications from people with disabilities.
• Accommodations are available on request for candidates taking part in all aspects of the selection process.