About the Company
Lightspeed Commerce is a leading provider of cloud-based point-of-sale systems and e-commerce solutions for retailers and restaurants. Headquartered in Montreal, Canada, Lightspeed powers independent businesses worldwide, helping them to simplify, scale, and provide exceptional customer experiences. With a commitment to innovation and supporting local economies, Lightspeed is dedicated to fostering a diverse and inclusive work environment.
Job Description
We are seeking a dedicated and empathetic Remote Customer Service Agent to join our growing support team. In this role, you will be the primary point of contact for our valued customers, providing exceptional assistance exclusively through chat and email channels. This is an ideal opportunity for individuals passionate about problem-solving and delivering top-tier service without the need for phone interactions. You will play a crucial role in ensuring our customers have a seamless and positive experience with Lightspeed’s innovative products.
Key Responsibilities
- Respond to customer inquiries and issues via live chat and email promptly and professionally.
- Diagnose and troubleshoot technical and account-related problems for Lightspeed users.
- Provide clear, concise, and accurate information regarding product features, usage, and best practices.
- Escalate complex issues to senior support or relevant internal teams when necessary.
- Document all customer interactions and resolutions accurately in our CRM system.
- Contribute to the ongoing improvement of our knowledge base and internal documentation.
- Stay up-to-date with product updates, new features, and changes in company policies.
- Maintain a high level of customer satisfaction and strive to exceed service expectations.
Required Skills
- Excellent written communication skills in English.
- Proven experience in a customer service role, preferably in a tech or SaaS environment.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and live chat platforms.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Ability to work independently and manage time effectively in a remote setting.
- A strong desire to help others and a customer-centric mindset.
- High school diploma or equivalent.
Preferred Qualifications
- Post-secondary education in a relevant field (e.g., Business, IT, Communications).
- Experience with Lightspeed products or similar POS/e-commerce platforms.
- Bilingualism in English and French.
- Familiarity with basic HTML, CSS, or API concepts (for troubleshooting e-commerce issues).
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- 100% remote work flexibility.
- Opportunity for professional growth and career development.
- Access to a wide range of learning and development resources.
- Collaborative and supportive team environment.
- Employee stock purchase plan.
- Paid time off and holidays.
- Home office stipend for equipment.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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