SaaS Chat Support Specialist | Customer Success

Lightspeed HQ; Oklahoma City (OK); On-site; USD 34,440 - 48,216; Full time

Benefits offered by this job

Competitive hourly wage

Comprehensive benefits package

Career progression opportunities

Collaborative team environment

Impact on global businesses

Job summary

Lightspeed HQ in Oklahoma City, OK, United States, is seeking a dedicated Chat Support Agent to join our team on a full-time basis. You will be the first point of contact, delivering proactive live chat support and technical assistance to our retail, hospitality, and eCommerce customers.

The ideal candidate demonstrates strong written communication, problem-solving skills, and the ability to manage multiple chats simultaneously while maintaining a high standard of customer satisfaction.

Qualifications

• Proven experience in a customer support role, preferably SaaS or tech.
• Exceptional written communication skills, with strong grammar and punctuation.
• Excellent problem-solving and analytical abilities with a keen attention to detail.
• The ability to multitask effectively, managing multiple chat conversations simultaneously without compromising on quality.
• A patient, empathetic, and customer-focused demeanour.
• A high degree of technical aptitude and the ability to learn new software quickly.
• Experience with retail, hospitality, or eCommerce operations is highly advantageous.
• Familiarity with CRM software (e.g., Zendesk, Salesforce) is desirable.

Responsibilities

• Provide timely, accurate, and professional support to customers via live chat.
• Troubleshoot and resolve customer issues related to Lightspeed's software, including inventory management, customer orders, and sales analytics.
• Guide users through platform features and functionalities to ensure they are maximising the value of our services.
• Clearly document all customer interactions, technical issues, and resolutions within our CRM system.
• Escalate complex problems to the appropriate internal teams while maintaining ownership of the customer issue.
• Strive to meet and exceed individual and team performance metrics, including customer satisfaction scores.
• Contribute to our knowledge base by creating and updating support documentation.
• Identify and report recurring customer issues and potential software bugs to the product development team.

Skills

Customer support

Written communication

Problem solving

Multitasking

Empathy

Technical aptitude

CRM software

Tools

Zendesk

Salesforce

Job description

Lightspeed HQ in Oklahoma City, OK, United States, is seeking a dedicated Chat Support Agent to join our team on a full-time basis. You will be the first point of contact, delivering proactive live chat support and technical assistance to our retail, hospitality, and eCommerce customers.

The ideal candidate demonstrates strong written communication, problem-solving skills, and the ability to manage multiple chats simultaneously while maintaining a high standard of customer satisfaction.