Job Description

Hi there! Thanks for stopping by xf0x9fx91x8bAre you actively looking for a new opportunity? Or just checking the market? Wellxe2x80xa6 you might just be in the right place!The Retail Financial Services Support Team Lead role, as part of the Customers Team, is based in Montreal and reports to the Global Payment Manager based in the EMEA region. This role will be responsible for managing the Retail Financial Services Support team in NOAM and overseeing the day-to-day activities. This full-time position is responsible for ensuring that every customer has an outstanding experience when contacting Support, coaching and supervising the Retail Financial Services Support team.What you'll be doing:

• Develop a positive team relationship by being supportive, easily accessible and proactively encouraging daily motivation and recognition
• Monitor daily team performance and individual staff metrics
• Ensure client issues are resolved in a timely and effective manner while maintaining a high level of customer satisfaction
• Contribute to creating a high-performing team by mentoring, coaching, and guiding team members on support procedures, best practices and job processes
• Assist team members with questions and issues, provide guidelines for more complicated situations by providing hands-on support and take frontline and escalations issues when necessary
• Carry out manager escalations and cases within a reasonable timeframe
• Work with team members to ensure adherence to schedules and attendance requirements; coordinate breaks and lunches
• Assist in department quality assurance
• Handle other duties and responsibilities as defined by management
• Lead team in executing upselling strategies to drive revenue
• Collaborate with internal stakeholders to manage and expand client relationships

Management:

• Provide weekly reports to the Manager on the health of the team, e.g agents
• Assist the upper management in specific tasks and side projects while bringing up areas of improvement of existing processes
• Liaise with support team leaders to best handle day-to-day situations to better customer experiences. performance, action plan

Collaboration and Best Practices

• Collaborate with Sales, Product, Development, Marketing and Strategic Solutions teams 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 providing suggestions and contributing to improving the technical knowledge base as well as the quality of the support responses.
• Communicate observations on changes and trends to Product Management, QA and Development.

What you need to bring:

• Significant customer service experience and a customer-focused attitude.
• Being able to adapt to the changing priorities in the business
• Ability to manage multiple mandates under tight deadlines in high-pressure environments
• Excellent verbal and written English communication skills
• Proven experience in managing multiple priorities in a fast-paced environment.
• Very strong organizational and decision-making skills
• Proven conflict resolution experience
• Strong payments and POS knowledge and proven troubleshooting skills.
• Billing experience is appreciated
• Self-starter who also works well in a team environment
• Open availability: able to work evenings and weekends if necessary
• Strong supervisory skills
• Interpersonal and motivational skills
• Ability to interface with other departments, all levels of staff and management
• Training/mentoring skills that focus on improving performance and morale.
• Experience leading a support team
• Proven experience in achieving upsell targets and leading a team

We know that people are more than what's on their CV. If you're unsure that you have the right profile for the role... hit the 'Apply' button and give it a try!What's in it for you?Come live the Lightspeed experience...

• Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
• Genuine career opportunities in a company that's creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

xe2x80xa6 and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

• Lightspeed RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning
• Volunteer day

#LI-TL2To 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 to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection 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 .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 Montrxc3xa9al, 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.Lightspeed handles your information in accordance with our .

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