Customer Coordinator

Lightspeed Commerce, Inc.•Montreal, QC

7d•Hybrid

About The Position

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.

Requirements

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.

Responsibilities

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.