Who is behind the phones at Lightspeed? Beyond the statistics, our support team is composed of outdoor industry experts who understand the specific operational needs of power sports and marine dealerships. Meet the people driving our “human-first” support strategy and learn why industry expertise is the foundation of our technical proficiency.
In a recent post, we talked about how Lightspeed’s support team transformed—the structural changes, the new systems, the numbers that prove the work paid off. But statistics only tell part of the story. The other part is the people behind them.
So let’s talk about those people.
How Our Support Operations Team Managed 4,500+ Dealer Relationships
Every team has that one person who makes everything run. On the Customer Support team, that person is Kayleigh.
Her official title is Executive Admin. Her unofficial title, the one the team actually uses, is “the heart of support.” She handles the logistics that keep a busy support center moving, takes care of the team in the way that actually matters, and serves as the unofficial reality check we all desperately need.
That last part is its own kind of art form.
When someone on the team floats the idea of desk IVs for energy drinks—yes, that’s a real suggestion that was genuinely considered—Kayleigh says no. (Something about ‘liability’ and ‘safety,’ apparently…). Bringing fireworks into the office? No. When the idea of bringing a raccoon into the office came up, Kayleigh said no…(Oh, wait, that one might actually have been one of Kayleigh’s ideas)…
Kayleigh brings energy, organization, and a whole lot of kindness to every project, big or small. That kindness is real and comes through in her interactions with the team. For example, she personally drops a colleague off to charge his electric car during the workday without being asked and without making it a thing. She just does it because it’s important to that individual. She organizes team cookouts. She said yes to hosting a Magic: The Gathering night after hours when a few team members wanted to get together and play. People showed up, taught each other the game, and had a good time. For Kayleigh, that was just a Tuesday.
That’s the thing about her: caring isn’t performative. It’s just how she operates. And that kind of authenticity grows.
Jay: The Ops Lead Who Teaches Watercolors
Jay Reimann runs Lightspeed’s Strategic Support Operations team, a group Tex describes as going well beyond traditional support to understand the real operational needs of different dealership types. Jay was recently promoted to oversee the entire department.
He is also, as it turns out, an accomplished watercolor artist.
A while back, Jay organized an event for the team where he taught everyone how to paint with watercolors. He outlined pieces, demonstrated technique, and guided colleagues who’d never picked up a brush through making something they could actually be proud of.
One team member, Alison, was so absorbed that she went quiet for an extended stretch of time which, by all accounts, was noteworthy. When Tex checked in on her mid-session, she said: “I love it here. It just feels like home.”
That moment stuck with Tex. Not just because of what Alison said, but because of what Jay did. He took something he loved and used it to invest in the people around him. That’s not a job requirement. It’s just who he is.
In his actual day job, Jay brings the same ethos. Instead of just telling his team what to do, he teaches principles. His OPS team is currently working through a high-level book together, not as a corporate box-checking exercise, but as a genuine effort to build the kind of thinking that makes great support possible.
“He’s not just saying ‘do it this way,'” Tex says. “He’s teaching correct principles. And that’s a game changer.”
Tex: The Guy Who Changed the Culture
Tex Orozco has been building the kind of support team he always wanted to be on.
That means weekly stand-ups with music Tuesday, Wednesday, and Thursday, 9:30 to 10. It means a break room stocked with energy drinks (and a separate stash in the back for the team, not to be confused with the desk IVs that Kayleigh vetoed). It means team cookouts where the leaders show up early to grill, not because they have to, but because that’s the tone they want to set.
It also means something more substantive: a genuine belief that taking care of the people on the floor directly translates to taking care of the dealers who call in.
“We don’t want to come to work and work with people who don’t care,” Tex says. “I want to work with people who care about each other. And the dealers feel that when they call.”
His philosophy on hiring reflects this. The team looks for technical aptitude stronger than ever before, according to both Tex and Kayleigh but cultural fit matters just as much. Lightspeed support moves fast. It requires people who are curious, who push forward even when they fail, and who genuinely care about the outcome for the dealer on the other end of the call.
People who don’t fit that tend to figure it out quickly and move on. People who do fit tend to stay.
“We have very low churn for a support center,” Tex says. “A lot of it is because people find their home here.”
Tim: The Training Director Who Raised the Floor
Tim Woods came into the support organization to modernize training and ended up doing exactly that and more. This year, he was elevated to Director, Learning & Development for the entire company, overseeing how all departments develop their people.
It started with support. The old training approach had real gaps: it was inconsistent, the content was outdated, and new agents didn’t always come off ramp-up ready to perform at the level dealers needed. Tim fixed all of that.
The results show up in the numbers. New hires now come off ramp-up as top performers but they also show up in something harder to quantify: confidence. Agents who know the product deeply and have been trained well carry themselves differently on a call. Dealers feel it.
The Whole Floor
Beyond the names above, there’s a full team of agents who handle hundreds of calls and cases every day and the dealers they help notice.
Here’s what a few of them said after their cases closed:
- “The agent I eventually reached, Ken, was maybe the most useful, friendly support agent I have ever been in contact with. Fantastic representative.”
- “Conner was very thoughtful. He called me back to work through the issue after he realized it was a fixable problem.”
- “Radley was AMAZING! 20/10 stars!”
- “Alison was fantastic to work with. She was able to recognize our issue and resolve it in a timely and caring manner.”
- “The support agent was amazing and very patient with this technically challenged individual.”
Those responses aren’t outliers. They’re a pattern, which is exactly the point. The goal was never to have a few great agents and a lot of average ones. It was to build a team where showing up for dealers is just how things are done.
The Value of Industry-Specific Expertise in DMS Support
When you call Lightspeed support, you’re not reaching a faceless queue. You’re reaching a team that spent years figuring out how to actually be good at this and that takes real pride in the result.
The people who work there don’t just know the software. They know the outdoor recreation industry. They’ve invested in understanding what different dealerships actually need, not what a generic support script says they need.
That’s the difference. And it’s the kind of thing you only build when you hire the right people, invest in them, and give them an environment where they want to stay.
Questions about your Lightspeed system? The team is ready. Contact Support— real people, real answers, fast.
Want to meet more of the team? Here’s Alison.
Lightspeed
Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (“OEMs”), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Car industries. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rental, accounting, and CRM. When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For more than 40 years, Lightspeed has been empowering 4,500+ dealers across North America with the tools and technology they need to manage their dealerships. For more information, visit www.lightspeeddms.com.
