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For Companies At a Glance
- Tasks: Support key accounts with top-notch technical assistance and customer service.
- Company: Join Lightspeed, a global leader in commerce solutions.
- Benefits: Enjoy equity options, health credits, and career development opportunities.
- Why this job: Make a real impact by enhancing customer experiences for major clients.
- Qualifications: Fluent in Dutch and English, with strong customer service skills.
- Other info: Flexible work schedule and a dynamic, inclusive team environment.
The predicted salary is between 30000 - 42000 £ per year.
Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! The Strategic Support Services team oversees the Lightspeed Key Account support experience. Composed of product specialists, technical consultants and expert escalation team members, this group partners with senior support and strategic account management to quarterback the service experience for our most valuable and complex merchants.
What the Role involves
- Supporting Lightspeed's key accounts with excellent technical support and customer service via the most appropriate channels available.
- Work closely with Strategic Account Managers to best handle day to day situations to better customer experiences.
- Manage strategic escalations end to end, managing technical resolution, client communication, and stakeholder feedback loop, targeting customer satisfaction at all points in the process.
- Developing a deep understanding of the typical business challenges Lightspeed’s key account customers may face and take the initiative to liaise with our company’s Product and Development teams to help improve the customer experience.
- Using a full range of troubleshooting techniques to quickly and efficiently identify the source of escalated customer issues and provide a prompt and appropriate solution.
- Documentation of Key Account details including unique elements, complexities, considerations in conjunction with tracking of issues and resolutions for record keeping and the benefit of our Strategic Account Management team.
- Participate in the creation and maintenance of troubleshooting, testing procedures and documentation for the broader technical support team as well as documenting software defects for review and corrective action.
- Contribute to specialized support service offerings, including managed networking, API support and similar emerging services.
- Develop skills to be able to engage with all key Lightspeed hospitality platforms.
How you will know you are kicking ass
- Retention and expansion of our Key Accounts & ICP merchants.
- Consistent feedback loop with our product teams, providing a voice for our merchants.
Your experience
- Excellent verbal and written communication skills in Dutch & English.
- Prior experience in the Hospitality industry.
- Extensive customer service experience in a technical support role.
- Ability to self-manage incoming emails, chat conversations and telephone calls based on priority and customer commitments.
- Strong computer skills and working knowledge of Mac OS.
- Proven troubleshooting skills in a senior support position.
- Strong problem-solving skills that will ensure these customers use their POS to its full capacity.
- Ability to manage technical escalations of at-risk accounts, and identify opportunities for growth.
- Flexibility in your schedule to work.
Even better if you have, but not necessary
- Knowledge of networking or network support experience.
- Understanding of API (relevant to SaaS) and experience supporting this.
- Tenacity, urgency, and grit.
- Natural relationship builder, well connected internally and know who to go to for answers and getting things done.
- Global minded - you will be working with a team with global products supporting customers on all continents where Lightspeed is present.
- Live and breathe Customer Centricity - you are wired to put yourself in your customers' shoes, figuring out gray areas, being an ambassador and showing the value we can bring.
- Subject Matter Expertise - bringing your experience, knowledge, and product savviness is important for your role on a team of doers and fixers.
What’s in it for you
- Equity options: We grant equity in the form of Restricted Share Units (RSUs) to our employees.
- Parental leave: Caring for a new child is an exciting time for all parents.
- Health & wellness credit: Our Health & Wellness credit can be used in numerous ways so that you feel at your best.
- Career development: We’re big on internal moves and new challenges across Lightspeed.
- Time off to volunteer: Our volunteer program is a global initiative encouraging Lightspeeders to use one day off a year to give back to their communities.
- Health apps: Access to professional or coaching services is available to all employees.
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!
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.
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.
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.
Dutch speaking Support Specialist London, England, United Kingdom employer: Lightspeed Restaurant
Contact Detail:
Lightspeed Restaurant Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dutch speaking Support Specialist London, England, United Kingdom
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by researching common questions for support roles. Think about how your past experiences relate to the job description. We want to see how you can tackle those technical challenges head-on!
✨Tip Number 3
Show off your problem-solving skills during the interview! Be ready to discuss specific examples where you’ve resolved customer issues or escalations. This is your chance to shine and demonstrate your expertise!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Dutch speaking Support Specialist London, England, United Kingdom
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Specialist role. Highlight your experience in customer service and technical support, especially in the hospitality industry, to show us you’re the perfect fit!
Show Off Your Skills: Don’t hold back on showcasing your troubleshooting skills and problem-solving abilities. We want to see how you’ve tackled challenges in the past, so give us some solid examples that demonstrate your expertise.
Be Yourself: We love authenticity! Let your personality shine through in your application. Share why you’re passionate about customer service and how you can contribute to our team at Lightspeed.
Apply Through Our Website: Remember to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Lightspeed Restaurant
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of Lightspeed's products and services. Familiarise yourself with common technical issues that key accounts might face, and think about how you would approach resolving them. This will show your potential employer that you're proactive and ready to tackle challenges head-on.
✨Showcase Your Communication Skills
Since this role requires excellent verbal and written communication in both Dutch and English, practice articulating your thoughts clearly. You might even want to prepare a few examples of how you've successfully communicated complex technical information to customers in the past. This will highlight your ability to connect with clients effectively.
✨Demonstrate Problem-Solving Prowess
Be ready to discuss specific instances where you've resolved technical escalations or customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your problem-solving skills and show how you can contribute to customer satisfaction.
✨Emphasise Team Collaboration
Lightspeed values teamwork, so be prepared to talk about how you've worked with others to achieve common goals. Share examples of how you've collaborated with different teams, like product or development, to enhance customer experiences. This will demonstrate that you're not just a lone wolf but a team player who can contribute to the wider objectives.
