Team Lead, Support

Lightspeed Commerce; Montreal; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading commerce platform provider is seeking a Team Lead, Support to manage the support team, ensuring outstanding customer interactions. Responsibilities include team management, performance reporting, and collaboration with stakeholders to enhance customer experience. Candidates should have leadership experience and a solid background in customer service. This role is based in Montreal, Canada and offers a dynamic work environment.

Qualifications

• Some experience in a leadership role.
• Significant customer service experience and customer-focused attitude.
• Proven experience in managing multiple priorities in a fast-paced environment.
• Basic knowledge of Customer Service and/or Tech Support KPI metrics.
• Proven conflict resolution experience and troubleshooting skills.
• Flexibility to adjust your shift pattern around the needs of our business.

Responsibilities

• Manage a world class support team.
• Provide weekly reports on the performance of your team.
• Liaise with support team leaders for better customer experiences.
• Collaborate to improve client experience through improved workflows.

Skills

Customer service experience

Conflict resolution

Leadership experience

Flexibility in shift patterns

Job description

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for aTeam Lead, Support who is responsible for recruiting, motivating and managing a world class support team that provides fast, effective and amazing service during every interaction. As Team Lead, you will manage a cohort of support agents and ensure they are well equipped to provide our customers with outstanding experiences when interacting with the Support team, including training, development, coaching and mentoring.

What you'll be doing:

Management

• Provide weekly reports to the Manager on the performance and wellbeing of your team.
• Assist the Manager in specific tasks and side projects while bringing up areas of improvements of existing processes.
• Liaise with support team leaders to best handle day to day situations to better customer experiences.

Company/Product

• Collaborate with various internal stakeholders to improve client experience via improved workflows and product feature requests.
• Assist in improving communication with coworkers and customers by identifying missing troubleshooting articles and content, creating internal documentation and providing suggestions and contributing to improve technical knowledge base as well as the quality of the support responses.
• Communicate observations on changes and trends to internal stakeholders such as Product Management, QA and Development.

And a little bit of....

• Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.

What you need to bring:

• Some experience in a leadership role
• Significant customer service experience and customer-focused attitude
• Proven experience in managing multiple priorities in a fast-paced environment
• Basic knowledge of Customer Service and/or Tech Support KPI metrics
• Proven conflict resolution experience and troubleshooting skills
• Flexibility to adjust your shift pattern around the needs of our business

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed tocreating an inclusive and barrier-free workplace. Lightspeed welcomes andencourages applications from people with disabilities. Accommodations areavailable on request for candidates taking part in all aspects of theselection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here .

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. 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.

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