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About the Role

As part of Lightspeed’s Support team, you will be the first point of contact for our customers who need assistance, helping with a wide variety of requests all the way from general education to hardware/software investigation and everything in between. Working closely with various global teams at Lightspeed, you will investigate, troubleshoot, test and resolve issues that our hospitality customers may be facing during service.

Responsibilities

Collaborate with global, multi-language 24x7 teams across APAC, EMEA, and NOAM.
Maintain flexibility for working days and shifts, including weekends.
Provide enthusiastic, positive, and knowledgeable support to hospitality customers, partners, and team members via phone, chat, and email, upholding Lightspeed's Gold Class standard.
Apply consistent troubleshooting techniques to identify and resolve customer issues efficiently.
Document, track, and resolve customer interactions using support platforms.
Identify, reproduce, and escalate product issues and bugs to the Quality Assurance team, tracking resolution with customers, partners, and team members.
Advocate for and promote product and service improvements.
Operate within a roster/schedule to ensure high availability of customer assistance.

Requirements

Previous customer service or technical support experience.
Strong attention to detail with a focus on exceptional customer experience.
Excellent verbal and written communication skills in French and English.
Basic experience with common online, mobile, and desktop platforms (iOS, Android, OSX, Windows).

Skills

Customer service
Technical support
Attention to detail
Verbal communication
Written communication
French language
English language
iOS
Android
OSX
Windows
Troubleshooting
Phone support
Email support
Ticketing platforms
Live Chat platforms
Hospitality industry knowledge
SaaS product support
iOS application support
Computer networking

Location

United Kingdom

Work Type

Flexible shifts, including weekends
Roster-based schedule

Experience Level

Previous customer service experience and/or technical support

Benefits

Unlimited Annual Leave with PTO scheme
£400 annually for Health and Wellbeing
Dental cover
Private healthcare
Optical cover
Opportunity to join a growing team in a fast-paced, high-growth company
Work with talented and forward-thinking people
Work for a team that values hard work and celebrates achievements
Equity for all Lightspeeders
Opportunity to learn, expand skill set, forge relationships, and make an impact within a diverse and inclusive family

About the Company

Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences, powering businesses that are the backbone of the global economy.
Our 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 is building communities through commerce and needs people from all backgrounds and lived experiences.
Founded in Montreal’s gay village in 2005, with original members from the LGBTQ+ community, Lightspeed's ethos has been about inclusion from the beginning, striving to provide a workplace where everyone belongs.

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.