[Hiring] Customer Support Associate @Lillio

Role Description

At Lillio (formerly HiMama), we are a mission-driven business with the goal of empowering early childhood educators through innovative, affordable tools that enable them to improve child outcomes, engage family members, and support continued professional growth for their staff.

The Customer Support Associate role will focus on providing support to our customers via email, phone, and chat. Responsibilities include:

• Exemplifying amazing customer service.
• Helping out in other aspects of the Customer Success (CS) team.
• Supporting customers with troubleshooting technical support issues.
• Identifying trends in customer issues and requests.
• Reporting bugs to the Engineering team.
• Working with the Product team to ensure user interests are prioritized.
• Finding ways to improve processes and reduce customer pain points.
• Recommending and implementing improvements to enhance efficiency and customer outcomes.
• Supporting other Lillio teams in managing customer accounts.
• Ensuring the customer has an amazing Lillio experience!

Qualifications

• Post-secondary education (or equivalent work experience).
• Minimum of 2 years of work experience in a customer-facing role.
• Tech-savvy with the ability to navigate apps and software.
• Exceptional verbal and written communication skills.
• Ability to build relationships and connect with people quickly.
• Compassionate and patient demeanor with confidence and assertion.
• Active listening and problem-solving skills.
• Organized and able to manage a large volume of tasks independently.
• Ability to de-escalate and manage difficult situations and conversations.
• Propensity to always want to learn and improve processes.
• Passionate about a career that is more than a “job.”
• Ambition to work hard in order to make an impact in the world.

Requirements

• Enjoy the rhythm of a fast, high-volume support cycle.
• Natural investigator who digs deeper to find the root of the problem.
• Trusted advisor who anticipates customer needs.
• Thrives with autonomy and accountability.
• Finds meaning in the mission of supporting childcare directors.
• Motivated by team success as well as personal achievement.

Benefits

• Flexible working arrangements; remote-first company.
• Health benefits package includes medical, dental, and vision.
• Paid time off, including vacation, personal, and volunteer days.
• Opportunities for learning, mentorship, and professional development.
• Ongoing team-wide and company-wide virtual social activities and success celebrations.