Customer Coordinator

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

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.

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!

• 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 to provide critical insights into trends in the business, including key points of customer friction, 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.
• Ensure accurate rate adjustments for customers. Open a case and follow up once the rates are in.
• Contact customers to follow up on overdue invoices that still need to be paid. Work closely with AR colleagues to ensure smooth operations.
• Support 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.

• 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.

• Work in a truly flexible hybrid environment (3 days/week in office).
• 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.
• Lightspeed RSU program (we are all owners).
• Unlimited paid time off policy.
• Health insurance.
• Health and wellness benefits.
• Possibility for transit fees to be covered.
• Paid leave assistance for new parents.

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.

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.