Team Lead - Front Line Support Specialist

LightSpeed is seeking the right individual with a proven customer service background to help support customers using our popular Point-of-Sale solution, and its portfolio of related products. As the team leader of front-line representatives for customers needing assistance, this full-time position is responsible for ensuring that every customer has an outstanding experience when contacting Lightspeed. Managing and responding to a variety of issues that may require basic troubleshooting, creating tickets for incoming issues as well as coaching and supervising the team that provides that service and ensuring that they receive the appropriate training and documentation to do their work effectively.

Now we get to brag about us: Lightspeed powers small and medium-sized businesses in over 100 countries around the world with its cloud-based commerce platform. It is smart, scalable, and dependable all-in-one Point of Sale software system helps restaurants and retailers sell across channels, manage operations, engage with consumers, accept payments, and grow their business. Founded in 2005 with offices in Canada, USA, Europe and Australia, Lightspeed recently completed its initial public offering on the Toronto Stock Exchange (TSX: LSPD). We're passionate about enabling people to do their best work. Come work with us and find out what you can do.

Primary Responsibilities: 

  • Contribute to creating a high-performing team by mentoring, coaching, and guiding team members on support procedures, best practices and job processes; be the first point of contact for level 1 Support Specialists
  • Work with team members to ensure adherence to schedules and attendance requirements; coordinate breaks
  • Monitor and track call and ticket quality and provide feedback
  • Assist in improving communication with coworkers and customers by identifying missing troubleshooting articles and/or content, creating internal documentation and providing suggestions and contributing to improve Lightspeed’s technical knowledgebase as well as the quality of the support responses
  • Assist level 1 team members with questions and issues, and provide guidelines for more complicated situations; assist with escalations and call transfers to other teams
  • Prevent escalations when possible by providing hands-on support during difficult calls; take escalations when necessary
  • Verify quality and accuracy of tickets and calls by regularly reviewing tickets in Zendesk and listening to calls; organize coaching sessions to improve quality when necessary
  • Identify training needs and coordinate with the Support Manager and fellow team leads to organize training
  • Provide ongoing feedback to the Support Manager on the training progression of team members; use selected weekly call recordings as examples
  • Respond to incoming support issues via telephone, e-mail and chat
  • Escalate and prioritize issues for the technical support team
  • Communicate observations on changes and trends to Product management, QA and Development
  • Liaise with support team leaders to best handle day to day situations to better customer experiences

Requirements:

  • 3 years of customer service experience
  • Excellent verbal and written communication skills
  • Effective telephone communication skills, while conveying a customer-focused attitude Proven experience in managing multiple priorities in a fast-paced environment
  • Proven conflict resolution experience  
  • Very strong organizational and decision-making skills
  • Intermediate computer skills with working knowledge of Mac OS X
  • Self-starter who also works well in a team environment
  • Open availability; able to work evenings and weekends

Assets:

  • Customer service experience in a banking, financial services or technical position
  • Retail experience
  • Troubleshooting skills

In addition to the perks you see on the Careers page, you’ll get access to:

  • A brand new office on the Amsterdam Canals;
  • An environment that encourages initiatives and leadership;
  • Fun activities with your teammates - be part of the Lightspeed family;
  • Social events throughout the year including the legendary annual holiday party, free sports classes and many more;
  • Daily catered lunches and snacks;
  • Free Friday afternoon drinks;
  • Work with highly talented people who are as passionate about their craft as you are!