Senior Customer Support Specialist

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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place

We have bike enthusiasts, foodies, video game heroes, dog and cat lovers, movie buffs, musicians, and every variety of people. Lightspeed was founded on the principles of diversity and inclusion and our daily practices and interactions reflect this commitment everyday. Wherever you look, you will find a friend in Lightspeed. If you're keen to join, we're looking for a Senior Customer Support Specialist to join our team in Manila. 

The Senior Customer Support Specialist plays a key role in delivering a world-class customer experience while driving operational excellence. In this role, you'll handle complex or escalated customer cases, mentor junior team members, and work closely with other departments to improve processes and elevate overall customer satisfaction. The ideal candidate for this role is proactive in identifying and resolving issues before they escalate, highly collaborative with the ability to work effectively across departments, and detail-oriented with excellent organizational skills.

What you'll be doing:

• Handling complex customer cases that require advanced problem-solving
• Managing and resolving backlog tickets to ensure timely responses
• Performing daily ticket triage to prioritize incoming work
• Assisting frontline support when wait times breach SLA by jumping into chats, calls, or tickets
• Sharing product updates with the team and keeping knowledge platforms up to date
• Assisting with training and supporting new agents
• Coaching team members to close knowledge gaps and improve performance
• Collaborating with the Team Lead to refine and improve processes

What you need to bring:

We're looking for a candidate who has experience with the following:

• Excellent communication and interpersonal skills
• Fluent English language skills
• Experience with ticketing systems, Jira, and knowledge management tools (e.g., Confluence)
• Strong problem-solving and multitasking abilities
• Proven ability to coach or mentor team members
• Commitment to mastering product knowledge

Our hiring process is very straightforward. You'll undergo a preliminary video screening and the whole process will be conducted at the comfort of your own home, through Zoom or Google Meet. No need to go through Manila's heavy traffic

Be a changemaker

You'll enjoy:

• Genuine career opportunities in a company that's creating new jobs every day;
• Work in a team large enough for growth but lean enough to make a real impact;
• Exposure to modern and proven technology;
• Ability to work and grow in a truly flexible environment;
• Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story.

Plus benefits designed to keep you happy, healthy and fulfilled.

• Market-leading salary package
• Permanent work from home setup
• Coworking space available, if needed
• We follow the PH holidays
• Benefits you can enjoy from day one: 
  • HMO for you and your 2 dependents (Maxicare)
  • 15 Vacation leaves
  • 10 Sick leaves
  • Government Mandated Benefits
  • Food Allowance of 1000PHP per month
  • Work from Home Allowance of 1000PHP per month
  • Health and wellness benefit of 7500PHP per year
  • Free LinkedIn Learning License
  • Free access to Mental Health support and coaching services
• Opportunity to grow your career in a company that values internal mobility
• Exciting online and in-person events hosted regularly by our Manila Culture Club

Not yet convinced?

For honest reviews left by real people, you can check our Glassdoor page. To know more about Lightspeed, you can check our website, LinkedIn, and Youtube pages. We're an open book  

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

We partner with Inform Group to employ our Lightspeed workforce in the Philippines. Inform Group hosts Lightspeed employees who enjoy the benefits of the Philippine labour code combined with the full career opportunities provided by Lightspeed.

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.

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.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.
 

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