Business Analyst

Summary

Join Lightspeed as a Business Analyst (Permanent Work from Home) in Manila and help improve regional team workflows. You will focus on enhancing internal processes, creating efficient documentation, and building a user-friendly knowledge base to support future AI integration. This role involves standardizing workflows across GTM teams, managing a central knowledge base, optimizing operational processes, conducting churn analysis, and using data to identify process gaps. You will play a key role in helping Lightspeed work smarter, scale faster, and deliver better experiences. The position offers a permanent work-from-home setup and a range of benefits, including a market-leading salary package and comprehensive health insurance.

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