Customer Support Associate

🕒 April 30

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Lillio (formerly HiMama)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

Lillio is a comprehensive platform designed to enhance the quality of childcare services. It offers solutions for center administration, billing, curriculum management, family communication, enrollment management, and educator training. Trusted by thousands of childcare centers, Lillio helps streamline operations and improve communication between educators and families. The platform provides tools such as electronic billing, curriculum kits, and professional development resources that save valuable time and improve educational outcomes. Lillio also offers world-class customer support and resources such as recorded webinars and templates to facilitate high-quality childcare experiences.

📋 Description

• Supporting customers with troubleshooting technical support issues via chat, email and phone • Helping identify trends in customer issues and requests, as well as reporting bugs to the Engineering team • Working with the Product team to ensure we are making decisions in the best interest of our users • Finding ways to improve processes and reduce customer pain points • Recommending and implementing improvements to process to improve efficiency and customer outcomes • Supporting other Lillio teams in managing customer accounts • Ensuring the customer has an amazing Lillio experience!

🎯 Requirements

• 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 is a must • Exceptional verbal and written communication skills • An ability to build relationships and connect with people quickly • Compassionate and patient demeanor with confidence and assertion to get things done • Active listening and problem-solving skills • Not afraid to pick up the phone and speak to people • You’re organized and able to manage a large volume of tasks independently • An ability to de-escalate and manage difficult situations and conversations • An ability to maintain high customer satisfaction through efficient task switching • 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

🏖️ Benefits

• Flexible working arrangements; we are a remote-first company who gathers together (virtually) every quarter, and in-person at least once per year. You must be willing to travel in-person as required for the role • 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