Support Specialist III, Hospitality (French & English speaking)

Hey, great to have you here! 👋

Are you looking for a new challenge in Support — or just curious to see what’s out there? Either way: if you love helping others, solving problems, and working with people, you’ve come to the right place —welcome to Lightspeed! 

We are seeking a customer-focused professional to join our team as a full-time Support Specialist III for our Hospitality product, Lightspeed K-Series. The ideal candidate will have extensive experience in providing exceptional customer service within a technical support role.

🚀 What you can expect

As part of our international Support team, you’ll be the first point of contact for hospitality businesses using our POS and SaaS solutions. You’ll help our customers keep their operations running smoothly — with patience, expertise, and a good sense of humor.

In practice, that means:

• Handle escalation cases from Support Specialists I and II in Zendesk.
• Assist with requests from Support Specialists I and II.
• Provide guidance to agents through the help-slack channel.
• Maintain and update knowledge resources, such as Confluence pages.
• Coach agents to address knowledge gaps and improve performance.
• Support training efforts for new agents.
• Collaborate with Team Leaders to optimize and improve processes.
• Write detailed bug reports in Jira.
• Communicate merchant feedback about feature updates and changes to the Tech Lead/Product teams.
• Contribute to product improvement by making relevant suggestions and discussing them with Product Managers.
• Participate in product meetings and ensure Support Specialists teams are informed about new features and updates.
• Act as a bridge, collecting feedback between Support and other departments.
• Serve as a primary point of contact for questions from other departments.
• Assist with Account Manager requests as needed.

🧩 What you bring to the team

• Proven experience interacting with customers via phone, email, ticketing systems, and live chat platforms.
• Background in technical support with a focus on delivering exceptional customer experiences.
• Strong attention to detail and commitment to providing outstanding service.
• Excellent verbal and written communication skills.
• Interest or experience in device networking.
• Familiarity with the hospitality industry and its unique requirements.
• Experience supporting SaaS products and iOS applications.
• Working knowledge of macOS and a basic understanding of HTML/CSS.
• Fluent in French & English

✨ Why Lightspeed?

We’re a global company, and our benefits may vary by country. But one thing stays the same everywhere: We want you not only to work, but to grow, feel good, and have fun doing it.

Our global perks include:

💎 Equity (RSUs) – because Lightspeed belongs to you, too
👶 Inclusive parental leave – we support all new parents, regardless of role, gender, caregiving situation, or location
💪 Health & Wellness Credit – for whatever keeps you well
📈 Career growth & internal mobility
❤️ Volunteer Day – one paid day per year to give back to your community
🧘 Coaching & mental health apps
🌍 And much more – depending on where you’re based

🎯 Sounds like a match?

We know people are more than just their résumés. If this sounds like you, don’t overthink it — just apply! 
👉 Click “Apply now” and start your Lightspeed journey.

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.