Are you looking for a crucial operation role, where your direct impact will be to drive the company forward and create a rewarding environment where employees are empowered to deliver best-in-class customer service and technical support.

We are looking for a full-time Manager, Support ready to grow our Support team. 

What you’ll be responsible for: 

  • Providing guidance and direction to the Frontline and Escalations teams in EMEA on day-to-day activities, while driving customer service excellence;
  • Managing employee performance, training and development to ensure customers consistently experience high-end service;
  • Implementing a quality and results based performance program to oversee the quality and accuracy of interactions with customers, including participation in calibration and validation sessions;
  • Improving productivity by highlighting deficiencies and recommending changes and improvements to tools, processes, reporting, and employee engagement;
  • Maintaining a mindset of continuous improvement and monitor the efficiency of support processes as well as customer and employee satisfaction;
  • Refining the collection of support metrics and KPIs to provide team feedback and statistical information to the Support management team;
  • Working closely with all Support managers, contribute to the development of all areas of Lightspeed’s customer support processes, policy, and training;
  • Ensuring that Escalation processes are well implemented in EMEA and liaise with Support and Sales Functional Managers;
  • Provide weekly feedback to the Director of Customer Support, EMEA.
  • Act as an escalation point for customers seeking to speak to a Manager.
  • Collaborate with other regions: NoAM & APAC to effectively exploit opportunities for synergy and global consistency.

What you’ll be bringing to the team:

  • 2+ Years experience in a managing role;
  • 5+ Years experience in a related role within an organisation providing technical assistance; 
  • Knowledge and experience with decision support systems, call tracking systems, customer relationship management systems, service metrics, and client self-service solutions;
  • Demonstrated ability to work independently and in a team environment;
  • Solid written and verbal Dutch and English communication skills;
  • Strong problem-solving skills;
  • Experience with conflict resolution;
  • Recognized analytical abilities;
  • Strong technical experience with Mac OS X.

Even better if you have, but not necessary:

  • Knowledge of retail/accounting practices;
  • Project management experience;
  • Service center experience;
  • Fluency in French.

À propos de nous

Lightspeed (TSX/NYSE: LSPD) fournit aux petites et moyennes entreprises ses plateformes de commerce omniprésentes basées sur le cloud dans plus de 100 pays à travers le monde. Grâce à ses systèmes de points de vente intelligents, évolutifs et fiables, Lightspeed offre des solutions tout-en-un qui aident les restaurants et les détaillants à vendre sur plusieurs canaux, à gérer leurs opérations, à établir un lien avec les consommateurs, à accepter des paiements et à faire croître leur entreprise.

Lightspeed, dont le siège social se trouve à Montréal, au Canada, bénéficie de la confiance des entreprises locales favorites, où la communauté va faire ses achats et déguster sa gastronomie. Lightspeed possède des bureaux au Canada, aux États-Unis, en Europe et en Australie.

Nous sommes passionnés par l'idée de permettre aux gens de faire leur meilleur travail. Venez travailler avec nous et découvrez ce que vous pouvez faire !