d) at Lightspeed Commerce

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, CommerceIndustries

Requirements

Located in London or nearby areas, close enough to travel to London easily when needed
Excellent verbal and written communication skills in English (additional languages are a bonus)
Extensive customer service experience in a technical support role
Ability to self-manage incoming emails, chat conversations, and telephone calls based on priority and customer commitments
Strong computer skills and working knowledge of Mac OS
Proven troubleshooting skills in a senior support position
Strong problem-solving skills
Ability to manage technical escalations of at-risk accounts and identify opportunities for growth
Flexibility in schedule to work (support never stops)
Even better if you have (not necessary)
Knowledge of networking or network support experience
Understanding of API (relevant to SaaS) and experience supporting

Responsibilities

Support Lightspeed's key accounts (mostly focused on K-Series) with excellent technical support and customer service via appropriate channels
Work closely with Strategic Account Managers to handle day-to-day situations and improve customer experiences
Manage strategic escalations end-to-end, including technical resolution, client communication, and stakeholder feedback, targeting customer satisfaction
Develop deep understanding of business challenges for key account customers and liaise with Product and Development teams to improve customer experience
Use troubleshooting techniques to quickly identify and resolve escalated customer issues
Document Key Account details, unique elements, complexities, issues, and resolutions for record keeping and benefit of Strategic Account Management team
Participate in creating and maintaining troubleshooting, testing procedures, and documentation for the broader technical support team, and document software defects
Contribute to specialized support services, including managed networking, API support, and emerging services
Develop skills to engage with all key Lightspeed hospitality platforms
Contribute to wider team efforts to achieve organizational objectives, even if outside strict role scope
Provide consistent feedback loop to product teams as a voice for merchants

Skills

Key technologies and capabilities for this role

Lightspeed K-SeriesTechnical TroubleshootingCustomer SupportEscalation ManagementStakeholder CommunicationDocumentationSoftware DefectsTesting Procedures

Questions & Answers

Common questions about this position

Is this role remote or does it require being in the office?

This role is open to candidates located in London or nearby areas, suggesting it requires proximity to London rather than being fully remote.

What specific experience or skills are required for this Technical Specialist role?

The role focuses on K-Series and requires developing skills to engage with all key Lightspeed hospitality platforms, along with strong troubleshooting techniques, technical support experience, and the ability to manage escalations end-to-end.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the team structure like for this role?

The role is part of the Strategic Support Services team, composed of product specialists, technical consultants, and expert escalation team members, reporting into the Strategic Support Services manager within the global hospitality support organization.

What makes a strong candidate for this role?

Strong candidates have relevant experience or transferable skills, a willingness to learn, deep understanding of customer challenges, and the drive to contribute beyond their role scope—even if they don't tick all boxes, they should apply and explain why they'd excel.

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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