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Manager, Customer
2 weeks ago
Lightspeed is seeking a Manager to join our GTM Systems & Operations team in Canada. The **Manager, Customer & Support Operations** will lead a team of technical individual contributors and will be responsible to drive value through systems and processes for our Customer Success and our Support departments.
If you love leading and building a team, improving processes and driving business results via technology, we want to hear from you.
**What You'll Be Doing**
- Lead and coach the Customer & Support Operations team
- Work with business stakeholders to define quarterly roadmap and priorities
- Collaborate with product and project managers, specialists and departmental leadership to deliver projects in line with roadmap
- Identify opportunities to streamline or automate processes to improve the user experience for customers and agents
- Work with the team to create effective solutions through understanding of business needs and technology capabilities; drive solutions following the principles of Re-use, Buy, Build
- Own and manage multiples instances of Zendesks across different business units
- Influence decisions on choice of framework, platform, or technology stack
- Ensure data models are aligned with corporate data strategy
- Review and evaluate potential platforms and guide RFI/RFP process
- Provide input and solution guidance to the development team
**What You'll Be Bringing To The Team**
- Leadership and coaching skills with experience managing individuals contributors
- Excellent analytical skills, ability to resolve problems and make decisions
- Strong collaboration skills and excellent communication skills
- Technical experience and understanding of Salesforce and Zendesk architecture
- Experience with strategic planning, risk management and change management
- Passion for technology and improving customer and agent experiences
**What's in it for you?**
***Come live the Lightspeed experience...
- Ability to do your job in a truly flexible environment;
- 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.
and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:
- Lightspeed equity incentive plan (RSUs) - we are all owners
- Lightspeed PX (People Experience) - choose where you work
- Unlimited paid time off policy (FPTO)
- Immediate access to health insurance
- Employer RRSP contribution (Canada)
- Paid parental leave top-up program
- Access to virtual healthcare services via app
- Access to virtual mental health services via app
- Health and wellness credit of $500 per year
- Laptop and other IT equipment provided
- Employee referral program
- LinkedIn Learning license
- Paid volunteer day
- Transit benefit (certain conditions and locations apply)**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.
- Founded in Montréal, 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.
