Team Lead, Implementation - Retail (Permanent Work from home)

Hi there! Thanks for stopping by 👋

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

We have bike enthusiasts, foodies, video game heroes, dog and cat lovers, movie buffs, musicians, and every variety of people. Lightspeed was founded on the principles of diversity and inclusion and our daily practices and interactions reflect this commitment everyday. Wherever you look, you will find a friend in Lightspeed. If you’re keen to join, we’re looking for a Team Lead, Implementation - Retail (Permanent Work from home) to join our North American (NOAM) team in Manila. 

In this role, you'll lead and coach a team of Launch Specialists within our Retail vertical to ensure customers are successfully onboarded onto our platform. You’ll be responsible for building early trust, driving product adoption, and setting customers up for long-term success. The ideal candidate is a strong people leader who communicates with empathy, adapts easily to change, and keeps the customer experience at the heart of everything they do.

Please note you will be working NOAM hours in this role. 

What you’ll be doing:

• Provide day-to-day mentorship and guidance to Onboarding team members, ensuring adherence to processes and best practices
• Contribute to process improvements and the creation of customer-facing resources to enhance onboarding efficiency
• Serve as a customer advocate by identifying common pain points and collaborating cross-functionally to find solutions
• Manage onboarding for new hires, ensuring thorough training and updating resources as needed
• Conduct regular coaching sessions and performance reviews to support individual growth and accountability
• Act as the key point of contact with other teams, ensuring alignment on projects and organizational initiatives
• Support the team in handling escalations and complex product questions, stepping in directly when needed to resolve customer issues

What you need to bring:

We're looking for a candidate who has experience with the following:

• Previous experience in a people management role, with a track record of leading high-performing teams
• Previous hands-on experience in Customer Success or Onboarding within a B2B environment
• Solid understanding of the customer journey and the critical role onboarding plays in shaping long-term customer experience
• Proven ability to align teams around shared goals and empower individuals to deliver strong results
• Excellent coaching abilities and strong communication skills
• Professional fluency in English; French language skills are a bonus, but not needed

Our hiring process is very straightforward. You’ll undergo a preliminary video screening and the whole process will be conducted at the comfort of your own home, through Zoom or Google Meet. No need to go through Manila's heavy traffic!

Be a changemaker

You’ll enjoy:

• A flexible work environment that empowers you to do your best work
• A culture that celebrates performance
• The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard
• Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

• Market-leading salary package
• Permanent work from home setup
• Coworking space available, if needed
• We follow the PH holidays!
• Benefits you can enjoy from day one: 
• HMO for you and your 2 dependents (Maxicare)
• 15 Vacation leaves
• 10 Sick leaves
• Government Mandated Benefits
• Food Allowance of 1000PHP per month
• Work from Home Allowance of 1000PHP per month
• Health and wellness benefit of 7500PHP per year
• Free LinkedIn Learning License
• Free access to Mental Health support and coaching services
• Opportunity to grow your career in a company that values internal mobility
• Exciting online and in-person events hosted regularly by our Manila Culture Club

Not yet convinced?

For honest reviews left by real people, you can check our Glassdoor page. To know more about Lightspeed, you can check our website, LinkedIn, and Youtube pages. We’re an open book!  

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!

We partner with Inform Group to employ our Lightspeed workforce in the Philippines. Inform Group hosts Lightspeed employees who enjoy the benefits of the Philippine labour code combined with the full career opportunities provided by Lightspeed.

To all recruitment agencies: 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.

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.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. 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. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

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. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.