Business Analyst

Summary

Join Lightspeed as a Business Analyst (Permanent Work from Home) in Manila and help improve regional team workflows. Focus on enhancing internal processes, workflows, and documentation, particularly for Go-To-Market (GTM) teams. You will identify areas for improvement, establish standard processes, and create a user-friendly knowledge base supporting future AI tool integration. This role is key to enabling Lightspeed to work smarter, scale faster, and deliver better customer and employee experiences. The position involves documenting and standardizing workflows, building a central knowledge base, improving cross-team collaboration, optimizing operational processes, conducting churn analysis, and using data to prioritize improvements. Lightspeed offers a permanent work-from-home setup, competitive salary, and various benefits.

Requirements

• Prior experience in a Business Analyst or similar role, with a strong focus on improving processes, creating documentation, and streamlining workflows
• Background working in SaaS or tech environments, especially in areas like account management, customer success, or operations
• Confident using tools like Confluence, Jira, Salesforce, and Slack to manage projects, documentation, and team collaboration
• Previous experience leading change—able to drive process improvements, get stakeholder support, and help teams adopt new ways of working

Responsibilities

• Document and standardise end-to-end workflows across GTM teams (e.g. Sales, Success, Onboarding) to improve handovers, reduce duplication, and ensure consistent execution
• Build and manage a central knowledge base (e.g. Confluence) that includes processes, FAQs, and playbooks to support onboarding, reduce repetitive queries, and enable future AI tools like Copilot
• Improve collaboration between GTM and cross-functional teams (Support, Partnerships, Payments) by mapping touchpoints, clarifying roles, and implementing shared processes
• Optimise key operational processes such as account transitions, renewals, and partner onboarding by identifying inefficiencies and introducing automation where possible
• Conduct detailed churn analysis to identify root causes, surface customer trends, and provide insights that shape retention and growth strategies
• Use data to uncover process gaps, evaluate the impact of current tools and workflows, and prioritise high-value improvements and automation opportunities

Benefits

• 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
• Market-leading salary package
• Permanent work from home setup
• Coworking space available, if needed
• We follow the PH holidays!
• 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