Team Lead, Implementation-Retail

Summary

Join Lightspeed as a Team Lead, Implementation - Retail and lead a team of Launch Specialists in onboarding retail customers onto the platform. You will mentor your team, contribute to process improvements, advocate for customers, manage new hire onboarding, conduct performance reviews, and act as a key point of contact with other teams. The ideal candidate is a strong people leader with experience in people management, customer success, or onboarding in a B2B environment. This permanent work-from-home position offers a flexible work environment, career growth opportunities, and a comprehensive benefits package. The role requires NOAM working hours. Lightspeed is committed to diversity and inclusion.

Requirements

• Previous experience in a people management role, with a track record of leading high-performing teams
• Previous hands-on experience in Customer Success or Onboarding within a B2B environment
• Solid understanding of the customer journey and the critical role onboarding plays in shaping long-term customer experience
• Proven ability to align teams around shared goals and empower individuals to deliver strong results
• Excellent coaching abilities and strong communication skills

Responsibilities

• Provide day-to-day mentorship and guidance to Onboarding team members, ensuring adherence to processes and best practices
• Contribute to process improvements and the creation of customer-facing resources to enhance onboarding efficiency
• Serve as a customer advocate by identifying common pain points and collaborating cross-functionally to find solutions
• Manage onboarding for new hires, ensuring thorough training and updating resources as needed
• Conduct regular coaching sessions and performance reviews to support individual growth and accountability
• Act as the key point of contact with other teams, ensuring alignment on projects and organizational initiatives
• Support the team in handling escalations and complex product questions, stepping in directly when needed to resolve customer issues

Preferred Qualifications

Professional fluency in English; French language skills are a bonus, but not needed

Benefits

• A flexible work environment that empowers you to do your best work
• A culture that celebrates performance
• The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard
• Career-defining opportunities
• 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