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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!
We’re looking for a Customer Support Specialist to join the Ecwid by Lightspeed / E-series team.
Ecwid by Lightspeed is an eCommerce platform helping clients create online stores and sell across various sales channels (e.g. Instagram, Facebook, TikTok, custom websites or blogs). Thousands of business owners all over the world chose Ecwid to build their stores and we make sure they get all the help they need with any questions as well as with problem solving and troubleshooting.
*Please keep in mind that this is a full time on-site position and you need to be located in Tbilisi to apply.
What you’ll be doing:
- Provide excellent customer service and live support to our English-speaking customers and partners
- Support the clients with various questions ranging from “How can I set this up?” to issues requiring consistent troubleshooting techniques (we’ll be there to teach you everything)
- Assist with the identification, reproduction and escalation of product issues and bugs to the developers team, track the process of solving problems that were reported by customers, partners, and colleagues
Mostly we offer live chat and email support. Our phone support line is open for the clients to schedule calls with us, so that we can come prepared. You’ll be handling the calls during a one-week shift approximately once a year.
What you need to bring:
- Excellent written and verbal English skills (Advanced level or higher) to provide top-notch customer service
- Fluent/native level of Russian to communicate with the team and go through the training session
- Desire to help our customers and make their businesses successful
- Willingness to learn something new and grow as a professional in the Customer Service field
- … we’ll teach you the rest.
What we offer:
Full-time employment. You’ll be a part of the Lightspeed Support team in Georgia (Lightspeed Sakartvelo).
Effective onboarding. The training session lasts 2 months and starts right after employment. We’ll walk you through everything step by step and your mentor will teach you how our platform works and how to be a true customer support professional.
Comfortable working hours. During the first 2 months of the training you’ll have 9AM - 6PM shifts. Next, you’ll get 3 day shifts (9AM - 5PM) and 2 evening ones (5PM - 1AM). You’ll also have a 1-day weekend shift about once a month. We work from the office with an exception for the evening shifts that can be remote.
Professional development. Our new customer care specialists start with the tier1 support level. Approximately in a year they can grow to the technical support (tier2 level) and be able to handle more complex issues. We see that around 2 years of work give our agents enough experience to become proficient in problem solving, start working on something more and get different growth opportunities (e.g. becoming a team lead, a mentor or an advanced technical support agent).
Appreciation of every team member. We conduct regular performance reviews and adjust your salary based on your results and achievements. More than that, you’ll have weekly one-on-one meetings with your team lead and exchange feedback.
Health care. You’ll get health insurance with dental coverage, 7 free sessions with a psychologist per year and access to the Modern Health service for courses on mental well-being and self-improvement.
Variety of resources. We provide Apple MacBooks Pro for work, free access to LinkedIn Learning for any course of your choice and cover 50% of the cost of SkyEng English classes.
RSUs. Our company went public in 2019, and our stocks can be traded on exchanges in New York (NYSE: LSPD) and Toronto (TSX: LSPD). Each employee will receive their own restricted stock units (RSUs) that can be sold or kept once they vest.
Confidence in your future. We are 17 years old with hundreds of thousands clients from all over the world. Our headquarters is in Montreal, Canada. We opened offices in Tbilisi & Yerevan more than one year ago, and besides that we have 17 offices worldwide, from France to New Zealand.
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.
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.
