Support Specialist III, Hospitality (French & English speaking) at Lightspeed Commerce

Paris, Ile-de-France, France

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, Technology, RetailIndustries

Requirements

Proven experience interacting with customers via phone, email, ticketing systems, and live chat platforms
Background in technical support with a focus on delivering exceptional customer experiences
Strong attention to detail and commitment to providing outstanding service
Excellent verbal and written communication skills
Interest or experience in device networking
Familiarity with the hospitality industry and its unique requirements
Experience supporting SaaS products and iOS applications
Working knowledge of macOS and a basic understanding of HTML/CSS
Fluent in French & English

Responsibilities

Handle escalation cases from Support Specialists I and II in Zendesk
Assist with requests from Support Specialists I and II
Provide guidance to agents through the help-slack channel
Maintain and update knowledge resources, such as Confluence pages
Coach agents to address knowledge gaps and improve performance
Support training efforts for new agents
Collaborate with Team Leaders to optimize and improve processes
Write detailed bug reports in Jira
Communicate merchant feedback about feature updates and changes to the Tech Lead/Product teams
Contribute to product improvement by making relevant suggestions and discussing them with Product Managers
Participate in product meetings and ensure Support Specialists teams are informed about new features and updates
Act as a bridge, collecting feedback between Support and other departments
Serve as a primary point of contact for questions from other departments
Assist with Account Manager requests as needed

Skills

Key technologies and capabilities for this role

ZendeskConfluenceJiraSlackCustomer ServiceTechnical SupportPOS SystemsSaaSTicketing SystemsLive ChatPhone SupportEmail SupportBug ReportingTrainingProcess Optimization

Questions & Answers

Common questions about this position

What benefits does Lightspeed offer?

Lightspeed provides global perks including equity (RSUs), inclusive parental leave for all new parents regardless of role, gender, caregiving situation, or location, health & wellness credit, career growth & internal mobility, and a volunteer day.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills and experience are required for the Support Specialist III role?

Required skills include proven experience interacting with customers via phone, email, ticketing systems, and live chat; background in technical support; strong attention to detail; excellent verbal and written communication; interest or experience in device networking; familiarity with hospitality industry; experience supporting SaaS products and iOS applications; working knowledge of macOS and basic HTML/CSS; and fluency in French & English.

What is the company culture like at Lightspeed?

Lightspeed fosters a supportive environment where employees work with patience, expertise, and a good sense of humor, emphasizing growth, feeling good, and having fun while helping customers and collaborating across teams.

What makes a strong candidate for this Support Specialist III position?

A strong candidate has extensive experience in technical support for hospitality SaaS products, fluency in French and English, familiarity with POS systems like Lightspeed K-Series, and skills in customer interaction across multiple channels plus basic technical knowledge in networking, macOS, and HTML/CSS.

Lightspeed Commerce

Provides software solutions for retailers and restaurateurs

About Lightspeed Commerce

Lightspeed Commerce provides software solutions designed specifically for small and medium-sized businesses in the retail and restaurant sectors. Their main products include point-of-sale systems, inventory management tools, and analytics features that help businesses operate more efficiently and engage with customers effectively. These tools work together to streamline operations, allowing businesses to manage sales, track inventory, and analyze performance data all in one place. Unlike many competitors, Lightspeed focuses on a subscription model for its services, which includes ongoing support and updates, as well as transaction fees for payment processing. The company's goal is to enhance global commerce by empowering SMBs with the technology they need to thrive in a competitive marketplace.

Amsterdam, NetherlandsHeadquarters

2005Year Founded

$2.1MTotal Funding

SERIES_ACompany Stage

Enterprise Software, FintechIndustries

1,001-5,000Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Flexible Work Hours

Paid Leave

Extended Healthcare Benefits

Mental Health Support

Lightspeed Equity Scheme

Health & Wellness Credit

Volunteer Day

Risks

Increased competition from SpotOn in the restaurant POS market.

Adyen's Tap to Pay on iPhone poses a threat to Lightspeed's payment solutions.

Candis's financial management solutions could attract Lightspeed's target market.

Differentiation

Lightspeed offers a unified platform for both retail and hospitality businesses.

The company integrates online and offline sales channels for seamless operations.

Lightspeed's subscription model provides consistent revenue through software and transaction fees.

Upsides

Growing demand for unified commerce platforms aligns with Lightspeed's offerings.

Rise of contactless payments presents expansion opportunities for Lightspeed's payment solutions.

Subscription-based models are trending, benefiting Lightspeed's recurring revenue strategy.

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