Customer Support Representative

Lightspeed Systems; Remote; USD 40,000 - 60,000; Full time

Job summary

A technology company is seeking a Customer Support Representative to assist customers in using their products effectively. The role involves responding to inquiries via various channels and providing valuable solutions in a fast-paced SaaS environment. Ideal candidates will have proven experience in customer support, strong communication skills, and the ability to troubleshoot technical issues. This position offers an excellent opportunity to deliver exceptional service and engage in continuous learning.

Qualifications

• Proven customer support experience or experience as a Client Service Representative.
• Strong verbal and written communication skills.
• Customer-focused mindset with excellent problem-solving abilities.
• Ability to explain technical concepts in simple terms.
• Strong multitasking abilities in a fast-paced environment.
• Proficiency in CRM systems; Salesforce preferred.

Responsibilities

• Respond to customer enquiries via phone, email, and chat.
• Create and manage support tickets in Salesforce.
• Perform initial triage and prioritization of inbound cases.
• Troubleshoot and resolve common technical issues.
• Provide guidance to customers on product usage.
• Maintain and exceed service level agreements (SLAs).
• Collaborate with other departments to relay customer feedback.

Skills

Customer support experience

Strong verbal and written communication

Problem-solving abilities

Ability to explain technical concepts

Multitasking abilities

Proficiency in CRM systems

Education

Secondary school qualification or equivalent

Tools

Salesforce

Job description

Lightspeed Systems is looking for a Customer Support Representative to join our growing Support team in the UK. In this role, you’ll be on the front lines helping customers get the most out of our products, providing timely, thoughtful support across multiple channels. If you enjoy problem-solving, working with technology, and delivering a great customer experience in a fast-paced SaaS environment, this could be a great fit.

ABOUT THE ROLE

As a Customer Support Representative (CSR) at Lightspeed Systems, you will be the first point of contact for our customers, playing a crucial role in ensuring a positive experience with our products and support team. You will work closely with our Support and Triage teams to manage customer enquiries, identify needs and provide solutions. This role requires excellent communication skills, empathy and problem‑solving abilities to deliver exceptional service in a fast‑paced SaaS environment.

Key Responsibilities

• Respond to customer enquiries via multiple channels (phone, email, chat) in a timely and professional manner
• Create and manage support tickets in Salesforce, ensuring accurate documentation of customer interactions
• Perform initial triage and prioritisation of inbound cases, routing complex issues to appropriate team members
• Troubleshoot and resolve common technical issues related to product administration
• Provide clear, step‑by‑step guidance to customers on product usage and best practices
• Maintain and exceed service level agreements (SLAs) for response and resolution times
• Provide cross‑functional support to the Human Review team during peak workloads or as requested by leadership
• Collaborate with other departments to relay customer feedback and contribute to product improvements
• Assist in creating and updating support documentation and knowledge base articles
• Participate in continuous learning and upskilling activities to stay current with product updates and industry trends

ABOUT YOU

You are a customer‑focused professional with effective communication skills, a problem‑solving mindset and a passion for delivering exceptional service. The following skills and experience are essential for success in this role:

• Proven customer support experience or experience as a Client Service Representative
• Strong verbal and written communication skills
• Customer‑focused mindset with excellent problem‑solving abilities
• Ability to explain technical concepts in simple, easy‑to‑understand terms
• Strong multitasking abilities in a fast‑paced environment
• Proficiency in CRM systems; Salesforce preferred
• Secondary school qualification (or equivalent)