Responsibilities
- Deliver Premium Support: Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements.
- Optimize Business Processes: Proactively identify opportunities to recommend best practices, helping high-value clients streamline operations and maximize the value of the Lightspeed ecosystem.
- Facilitate Seamless Transitions: Partner with Implementation teams to execute successful 'warm handoffs,' ensuring a consistent and smooth experience for new Strategic accounts.
- Strengthen Account Partnerships: Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations, resolve complex issues, and elevate the overall customer journey.
- Anticipate Client Needs: Lead unified customer meetings alongside SAMs to review ongoing requests, forecast future requirements, and mitigate risks before they escalate.
- Drive Features Adoption: Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption that translates into measurable business growth for the client.
- Provide Training Sessions: Ensure our Strategic customers continue to fully utilize the potential of our software by providing training to new and existing staff members.
- Influence Product Strategy: Synthesize deep insights into client business challenges to advocate for product enhancements, liaising directly with Product and Development teams to refine the user experience.
- Escalation Management: Manage high-stakes technical escalations end-to-end—overseeing technical resolution, executive communication, and stakeholder feedback loops to ensure total customer satisfaction.
- Advanced Troubleshooting: Employ a comprehensive suite of diagnostic techniques to rapidly isolate the root cause of escalated issues and deliver high-impact solutions.
- Knowledge Management: Maintain meticulous documentation of account-specific complexities and resolutions to empower global Support teams and ensure consistent service delivery.
- Champion Technical Excellence: Write and maintain troubleshooting guides, testing procedures, and internal documentation while precisely tracking software defects for corrective action
- Cross-Platform Mastery: Continually develop technical expertise across all Strategic Lightspeed hospitality platforms to provide versatile, high-level support.
- Contribute as part of the wider team to achieve organizational objectives even if this means doing things that aren’t strictly within the scope of your role.
Requirements
- Demonstrated experience delivering exceptional customer service within a technical support or customer-facing environment.
- Previous experience within the Hospitality industry, with an understanding of operational workflows and customer needs.
- Strong ability to independently manage and prioritize incoming support requests across email, phone, video calls, meetings, and on-site visits while meeting customer commitments and timelines.
- Proficiency with computer systems and strong working knowledge of Mac OS environments.
- Proven experience troubleshooting and resolving complex technical issues within a higher-tier or escalated support function.
- Strong analytical and problem-solving skills, with the ability to help customers optimize and maximize the value of their POS system.
- Ability to manage technical escalations of at-risk accounts and identify growth opportunities.
- Fluency in English as a working language.
Nice to Have
- Knowledge of networking or network support experience.
- Understanding of API (relevant to SaaS) and experience supporting this.
- Prior experience in a consultant role.
Benefits
- A flexible work environment that empowers you to do your best work
- A culture that celebrates performance
- The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard
- Career-defining opportunities
- Flexible paid time off and remote work policies
- Equity options, because this is your company too
- Contributions to your pension plan.
- Training opportunities to grow your skills and career
- Health and wellness credit so you feel your best
- Time off to volunteer and give back to your community
- Interest groups, employee led networks, social committees to sponsored sports teams
- Computer purchase program to get your personal Macbook
- Enhanced parental leave to support growing families
Additional Information
- This role is open to candidates located in the greater Montreal metropolitan region or nearby areas. You should be close enough to travel to the Montreal HQ office easily.
- As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
- Even better if you have, but not necessary: Knowledge of networking or network support experience. Understanding of API (relevant to SaaS) and experience supporting this. Prior experience in a consultant role.
