Capital Support Specialist (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 Capital Support Specialist (Permanent Work from Home) to join our team in Manila.

You'll deliver dedicated support for the Lightspeed Capital - Merchant Cash Advance service offered to Lightspeed POS & Payment merchants, ensuring exceptional customer experiences through global communication via email and phone. You will be joining a team of 15 based in Canada, the United States, and Manila. In this role you will be facilitating the Lightspeed Capital - Merchant Cash Advance product, overseeing everything from eligibility to funding and repayment. We provide continuous support to merchants at every stage of the cash advance process.

What you’ll be doing:

• Provide exceptional technical support and customer service to individuals interested in our Capital product or with an active Capital Advance, primarily via email and occasionally through outbound calls.
• Utilise consistent troubleshooting techniques to swiftly identify the source of customer issues and deliver prompt and suitable solutions.
• Thoroughly document, track issues, and promptly notify customers of resolutions.
• Follow escalation procedures as necessary.
• Collaborate with Capital Operations team members to effectively handle day-to-day situations and enhance customer experiences.
• Assist in managing merchants' Capital accounts, ensuring information accuracy and currency.

And a little bit of…

• 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.

What you need to bring:

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

• Previous experience in customer service.
• Excellent verbal and written communication abilities in English (proficiency in French is a bonus!)
• Familiarity with Zendesk and the skill to categorise merchant emails into the appropriate team/queue.
• Proficiency in generating reports and sharing metrics regarding capital support performance, queue length, average response time, etc.
• Ability to manage multiple tasks simultaneously, including handling incoming emails, telephone calls, and chats.
• Effective telephone communication skills, demonstrating a customer-focused approach.
• Demonstrated troubleshooting skills and a problem-solving mindset.

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!

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a permanent work from home environment;
• 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.

… and enjoy a range of benefits that’ll keep you happy and healthy:

• Competitive salary package
• Benefits you can enjoy from day One (1):
• HMO for you and your 2 dependents
• Vacation and Sick Leaves
• Government Mandated Benefits
• Reimbursable Allowances
• Health and wellness benefit of 7500PHP per year
• Unlimited access to LinkedIn’s courses and classes
• Free access to Mental Health support and coaching services
• Participate in the Lightspeed global culture

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.