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We are seeking a Customer Coordinator to join our Lightspeed Retail Team. Reporting to the Account Management Operations Manager and working closely with the Retail go-to-market team, this role is responsible for supporting the operations of the Account Management department. If you're an organized, ambitious, and intelligent person who is looking for a dynamic position within a fast-paced, growing organization, then this is the position for you.
What you'll be doing:
- Work closely with Customer leadership to identify opportunities and drive process improvements and tool implementation and adoption that enable Account Management and Customer Success functions to operate more efficiently and effectively.
- Conduct deep-dive analyses in order to provide critical insights to trends in the business, including key points of customer friction, and churn and growth drivers. Escalate risks and recommend solutions to drive business outcomes.
- Act as a high-level point of escalation for customers in need of complex issue resolution, working across functions to pull in necessary resources to meet and exceed customer expectations.
- Ensuring accurate rate adjustments for customers. Opening a case and then following up once the rates are in.
- Contacting customers to follow up on overdue invoices that still need to be paid. Working closely together with AR colleagues to ensure smooth operations.
- Supporting colleagues during their absence due to sickness or time off (as a second back up, since normally AMs have a buddy for planned time off).
- Distribute incoming Zendesk tickets to the appropriate reps and assist with resolution where possible.
- Monitor and respond to customer chats in Intercom, assisting with queries or transferring to the appropriate contact as needed.
- Support the AM team with customer questions related to billing and payments by providing accurate information or directing the inquiry to the appropriate internal team when needed.
What you need to bring:
- 3+ years of experience in a fast-paced, administrative or customer service role
- Stellar time management and organization skills
- Remarkable communication skills in English, French is a strong asset. As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
- Experience working in a retail environment.
You'll enjoy:
- 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
Plus benefits designed to keep you happy, healthy and fulfilled.
- Flexible paid time off and remote work policies
- Equity options, because this is your company too
- Contributions to your pension plan. Your future matters
- 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
Fuel your growth. Find your people.
At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that's passionate about empowering our communities
#LI-TL2
To 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 career page here.
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.
