Retail Financial Services Support Team Lead

The Retail Financial Services Support Team Lead role, as part of the Customers Team, is based in Montreal and reports to the Global Payment Manager based in the EMEA region. This role will be responsible for managing the Retail Financial Services Support team in NOAM and overseeing the day-to-day activities. This full-time position is responsible for ensuring that every customer has an outstanding experience when contacting Support, coaching and supervising the Retail Financial Services Support team.

What you’ll be doing:

• Develop a positive team relationship by being supportive, easily accessible and proactively encouraging daily motivation and recognition
• Monitor daily team performance and individual staff metrics
• Ensure client issues are resolved in a timely and effective manner while maintaining a high level of customer satisfaction
• Contribute to creating a high-performing team by mentoring, coaching, and guiding team members on support procedures, best practices and job processes
• Assist team members with questions and issues, provide guidelines for more complicated situations by providing hands-on support and take frontline and escalations issues when necessary
• Carry out manager escalations and cases within a reasonable timeframe
• Work with team members to ensure adherence to schedules and attendance requirements; coordinate breaks and lunches
• Assist in department quality assurance
• Handle other duties and responsibilities as defined by management
• Lead team in executing upselling strategies to drive revenue
• Collaborate with internal stakeholders to manage and expand client relationships

Management:

• Provide weekly reports to the Manager on the health of the team, e.g agents
• Assist the upper management in specific tasks and side projects while bringing up areas of improvement of existing processes
• Liaise with support team leaders to best handle day-to-day situations to better customer experiences. performance, action plan

Collaboration and Best Practices:

• Collaborate with Sales, Product, Development, Marketing and Strategic Solutions teams to improve client experience via improved workflows and product feature requests.
• Assist in improving communication with coworkers and customers by identifying missing troubleshooting articles and content, creating internal documentation providing suggestions and contributing to improving the technical knowledge base as well as the quality of the support responses.
• Communicate observations on changes and trends to Product Management, QA and Development.

What you need to bring:

• Significant customer service experience and a customer-focused attitude.
• Being able to adapt to the changing priorities in the business
• Ability to manage multiple mandates under tight deadlines in high-pressure environments
• Excellent verbal and written English communication skills
• Proven experience in managing multiple priorities in a fast-paced environment.
• Very strong organizational and decision-making skills
• Proven conflict resolution experience
• Strong payments and POS knowledge and proven troubleshooting skills.
• Billing experience is appreciated
• Self-starter who also works well in a team environment
• Open availability: able to work evenings and weekends if necessary
• Strong supervisory skills
• Interpersonal and motivational skills
• Ability to interface with other departments, all levels of staff and management
• Training/mentoring skills that focus on improving performance and morale.
• Experience leading a support team
• Proven experience in achieving upsell targets and leading a team

What’s in it for you?

• Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
• 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, healthy and (not) hungry:

• Lightspeed RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning
• Volunteer day