Lightspeed (Formerly SEOshop)

Customer Support

• Manage intake and triage of CX tool enhancement and configuration requests, ensuring timely updates and communication.
• Build, configure, and test workflows, automations, dashboards, and reports in CX tools according to team guidelines.
• Maintain accurate documentation of tool configurations, governance standards, and training resources.
• Provide day-to-day support for end users, troubleshooting issues and escalating when needed.
• Collaborate with team members and cross-functional stakeholders to deliver high-quality solutions.
• Monitor adoption and data integrity, surfacing trends or risks to managers for review.
• Contribute to continuous improvement initiatives by sharing feedback from user interactions and recurring support requests.

Associate Customer Experience Operations Manager

Account Manager

• Act as a trusted Account Manager, understanding customer needs and tailoring Lightspeed solutions that add value
• Build rapport, actively listen, and focus on upselling to maximise account growth
• Guide customers through their upgrade journey from basic to advanced platforms
• Demonstrate software solutions, including core POS products, modules, and upgrades
• Drive reactive upsell opportunities from inbound sales to meet monthly recurring revenue targets
• Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role