Team Lead of Customer Implementation, Lightspeed
+Lightspeed equity scheme (we are all owners)
3-5 days a week in office
Point of Sale & commerce platform
Be an early applicant
Point of Sale & commerce platform
1001+ employees
Be an early applicant
+Lightspeed equity scheme (we are all owners)
3-5 days a week in office
1001+ employees
Company mission
To bring the streets of our cities and communities to life by powering business owners with technology.
Role
Who you are
- We're looking for a Senior candidate
- Experience in a leadership role
- First-hand experience in a Customer Success/Onboarding role in B2B environments
- An understanding of the customer journey, including the importance of the customer experience throughout their lifecycle, specifically within onboarding
- Demonstrated ability to work towards common goals and enable team members to deliver results
- Experience in a SaaS and/or technology-related field
- Knowledge of Mac OS X, iOS, G Suite, Salesforce, Zendesk, and ChurnZero
- Industry expertise in hospitality
What the job involves
- We’re looking for a Team Lead to join our Customer Implementation team in London
- We’re a team of 8 people located in London. Our team is responsible for ensuring that all customers are successfully onboarded on our platform, through establishing early stage customer satisfaction, trust, and product adoption
- As the Team Lead, you will play a crucial role in overseeing and managing a team of Implementation Consultants, Implementation Coordinators and Customer Configuration Specialists responsible for the remote deployment of our products and services
- Lead and mentor a team of Field Implementation Consultants, providing guidance, support, and training as needed
- Collaborate with cross-functional teams to streamline processes and optimise project efficiency
- Act as an escalation point for client issues, providing timely resolution and maintaining a high level of client satisfaction
- Accountable for the performance of the UK team; ensure that team KPIs and performance metrics are achieved on a monthly and quarterly basis
- Monitor and assess the performance of the team against key performance indicators
- Provide regular coaching and feedback sessions and conduct performance reviews to ensure continuous improvement, empowering team members with skills to improve their confidence, product knowledge, and communication skills
- Be a customer advocate within Lightspeed and act as a liaison to other teams: identify common customer challenges, partner with other departments to develop solutions, making sure to keep the team aligned with future projects and relevant initiatives
- Work closely with department leadership on delivering the long term vision of the team
Salary benchmarks
Our take
Lightspeed provides restaurateurs and retailers with the simplest way to run their businesses at full potential. It helps entrepreneurs offer their customers positive and memorable experiences by taking care of the day-to-day management aspects of their business.
Around 75,000 businesses processing over $17 billion in transactions annually use Lightspeed’s restaurant POS software and omnichannel retail solution to manage inventory, customer preferences, sales and reporting — all from one centralised platform. Headquartered in Montreal, Lightspeeds team is distributed across North America, Europe and Asia Pacific, now serving over 150,000 locations worldwide.
Lightspeed POS maintains a unique edge over other companies of its type because it has secured the legal rights for the sole use of certain technologies. It has two registered patents in computing, calculating categories. These patents certify that Lightspeed POS is the sole owner of this intellectual property, which means that no other companies can use them.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
35% female employees
7% employee growth in 12 months
Company
Company benefits
- With Lightspeed PX, you can enjoy flexible paid time off and up to 2 months remote per year with our hybrid work policy
- 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, from #coffee_pals to sponsored sports teams
- Computer purchase program to get your personal Macbook
Company values
- We make it matter.
- We make it happen.
- We make it together.
- We make it human.
- We make it about the customer.
- We make it data driven.
Company HQ
Old Montreal, Montreal, QC
Articles
Leadership
Dax Dasilva
(Executive Chair)Founder of Never Apart, previously Developer of Bitmovers. Studied Computer Science, Art History, and Religious Studies at The University of British Columbia. Served as CEO for Lightspeed for 17 years until 2022.
JP Chauvet
(CEO, not founder)Co-founded Chardonnat and served as CEO of Atex and as Vice President of Sales and Marketing for both Nstein Technologies and IXIASOFT.
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