Content Operations Specialist

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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! 

Lightspeed’s Customer Content team is looking for a Content Operations Specialist in Montreal to optimize our data-driven processes, automate our tools, and assist with building effective customer-facing content for the Retail Help Centers and other self-service portals to help merchants get the most out of their Lightspeed products and services.

The Customer Content team empowers global merchants with useful, relevant content to learn, evolve, and thrive in an ever-changing market. As teammates, we care about each other's well-being and treat each other with compassion and respect so everyone feels safe bringing their whole selves to work. We trust in each other's talents and capabilities and believe we can accomplish our data-driven goals together, no matter how ambitious.

As part of the team, you’ll be reporting to the Sr. Manager of Customer Content and working alongside Technical Writers, Help Center Administrator, and Localization Managers to evolve our automated data-driven processes and assist with researching, writing, editing, uploading, publishing, maintaining, and continuously improving self-serve content across products and platforms. 

What you’ll be doing:

Data analysis, research, reporting

• Analyzes complex data sets from multiple analytics tools, prepares highly automated reports, builds and optimises dashboards for accessible content performance tracking.
• Identifies opportunities to improve content effectiveness and relevance, shares actionable insights with team, creates collaborative tasks.
• Proactively researches assigned tasks, uncovers and extracts relevant information from resources and demo environments, collaborates cross-functionally as a technical writing team ambassador. 

Project and tool management

• Makes data-driven decisions in the face of open-ended requirements in a fast-paced environment, clarifying expectations and balancing priorities to execute high-quality work for multiple projects on a deadline.
• Demonstrates expert knowledge of content and project management systems, analytics, automation, and other team tools, investigates new features and capabilities, and proactively expands, applies, and shares  knowledge to continuously improve projects and processes.

Self-serve documentation

• Effectively transforms complex technical concepts into effective, accessible, relevant customer-centric content that aligns with business objectives.
• Consistently applies the style guide, best practices, and established processes to effectively write, edit, format screenshots, modify HTML, upload, publish, and localize high-quality content in the CMS.

Continuous improvement

• Regularly reviews content  for optimization opportunities, errors, and outdated elements.
• Actively participates in the peer review process, requesting and providing constructive feedback.
• Engages in self-driven learning and data-driven experimentation for continuous improvement.

Communication

• Effectively communicates asynchronously/synchronously across time zones and mediums with manager, teammates, global collaborators, and cross-functional SMEs.
• Transforms complex data into accessible reports, dashboards, actionable insights, and compelling data stories to improve data literacy and empower teammates.
• Seeks out and listens to different perspectives, strengthening collaborative relationships and cross-functional processes to meet shared goals. 

What you need to bring:

• Exceptional written and verbal English language skills
• 2+ years of experience in a technical writing, content analyst, or similar role
• Experience writing technical content, monitoring performance, effectively telling data stories, applying actionable insights
• Experience with analytics and reporting (e.g. Google Analytics), automation (e.g. Zapier), project management (e.g. Monday.com, Asana), and knowledge/content management tools (e.g. Zendesk Guide, WordPress)
• Basic HTML coding knowledge 
• Proven ability to prioritize, self-manage, and execute across multiple projects simultaneously
• As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position

What will help you succeed in this role?

• You’re a customer-centric thinker who can learn complex concepts quickly and explain them simply, adapting appropriately for each market.
• You’re a strong collaborator who communicates effectively async/sync, developing lasting partnerships with your global team, collaborators, and SMEs.
• You’re an innovative, resourceful, data-driven decision-maker and creative problem solver.
• You’re organized, reliable, and flexible, with an ability to multitask in a fast-paced tech environment with shifting project timelines.
• You’re curious and driven with an eye for detail, a passion for learning, and a continuous improvement mindset.

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try!

What’s in it for you?

Come live the Lightspeed experience...

• 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

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