Customer Support Associate

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September 5

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Lillio (formerly HiMama)

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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.

51 - 200 employees

Founded 2013

📚 Education

☁️ SaaS

🤝 B2B

📋 Description

• Enthusiastic individuals with can-do attitudes who want to be a part of a fast-paced, work-hard, start-up environment. At Lillio we celebrate wins, make positive change in the world, and have fun with friends all at the same time, every day. • You should enjoy interacting with customers over the phone and helping them learn how to use the product in a way that will align with the goals of their center. The Customer onboarding role will focus on providing support to our customers via scheduled meetings, adhoc calls, and email. They will be responsible for exemplifying amazing customer service. Given the nature of our fast-paced environment, you will also be helping out in other aspects of the CS team. You should be excited by a busy schedule and solving customer problems. • How You’ll Make an Impact: • Directing new customers to a successful launch on our program. • Managing customer relationships via phone and other channels, with a focus on getting the customer fully onboarded. • Acting as a consultant to help child care Directors plan their implementation with their team and training of Lillio. • Supporting, troubleshooting and solving customer problems, when needed. Recommending and implementing the product, process, and policy improvements. Assisting the support team in answering technical questions from our queue as needed • Ensuring you are on track to meet and exceed team KPIs 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 or hop on a video chat 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 • Comfortable working with numbers and explaining complex processes in simple terms • 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 • 401K matching, and HSA contribution for US employees • Paid time off, including vacation, personal and volunteer days • A subscription to the mindfulness and meditation platform, Headspace • Opportunities for learning, mentorship and professional development • Ongoing team-wide and company-wide virtual social activities and success celebrations