Customer Support Associate

Job Description

About Lillio (formerly HiMama) And Our MissionAt Lillio, we believe that early childhood educators have the power to change children’s lives and ultimately, the world. We are a social purpose business and certified B Corporation that seeks to inspire the early childhood workforce by equipping them with the resources they need to deliver impactful experiences. We partner with the field to elevate the quality of early learning programs through innovative product design, high-quality content, meaningful opportunities for professional growth, and support for thoughtful engagement with families. If you are excited about being part of a scaling tech company focused on making a difference in a deeply important industry, Lillio is the place for you!We're on the hunt for 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 .The Customer Success (CS) TeamCS at Lillio is a close-knit team of busy bodies who are driven to find a way to make every customer successful, so help us! This includes influencing product and marketing decisions, problem-solving, and a whole lot of persuasion. Every day is a new challenge and every team member has a lot of responsibility, but we work closely together to ensure everyone is kicking butt in their role.The Customer Support Associate Role You should enjoy interacting with customers over the phone and helping people solve technical problems and resolve issues should be a passion. The Customer Support Associate role will focus on providing support to our customers via email, phone and chat. 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. And you should be excited by a busy schedule and seat-of-your-pants challenges.What You'll Be DoingSupporting customers with troubleshooting technical support issues via chat, email and phoneHelping identify trends in customer issues and requests, as well as reporting bugs to the Engineering teamWorking with the Product team to ensure we are making decisions in the best interest of our usersFinding ways to improve processes and reduce customer pain pointsRecommending and implementing improvements to process to improve efficiency and customer outcomesSupporting other Lillio teams in managing customer accountsEnsuring the customer has an amazing Lillio experience!What We're Looking ForPost-secondary education (or equivalent work experience)Minimum of 2 years of work experience in a customer-facing roleTech-savvy with the ability to navigate apps and software is a mustExceptional verbal and written communication skillsAbility to build relationships and connect with people quicklyCompassionate and patient demeanor with confidence and assertion to get things doneActive listening and problem-solving skillsNot afraid to pick up the phone and speak to peopleOrganized and able to manage a large volume of tasks independently Ability to de-escalate and manage difficult situations and conversationsPropensity to always want to learn and improve processesPassionate about a career that is more than a “job”Ambition to work hard in order to make an impact in the worldOther DetailsThis is a full-time, remote position with a strong preference for someone located in Western Canada and/or comfortable working in PSTWe expect employees to be able to travel within North America up to 1-4 times a year for in person gatheringsDon’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you! Lillio Perks! Flexible working arrangements, with the option to work fully remotely & option to work from a co-working space in 2024 Health benefits package includes medical, dental and vision Paid time off, including vacation, personal days, paid sick days, and paid volunteer days Opportunities for learning, mentorship and professional development Ongoing team-wide and company-wide virtual social activities and success celebrations, including in person gatherings 1-4 times a yearAccessibilityLillio is committed to inclusiveness, equity and accessibility. If you require accommodations at any step of the application or interview process, please indicate so under the "Accommodations Question" box on your application. Accommodations may include but are not limited to: alternative methods of communication, providing a detailed “what to expect”, or modified testing. Please note this list is not exhaustive and we are more than happy to discuss other accommodations as required. If you have questions about Lillio's accommodation process, connect with us at accessibility@himama.com.Commitment to DiversityDiversity, Inclusion and Belonging are central to Lillio's core values. Lillio aims to ensure we provide a safe environment for everyone to thrive while bringing their authentic selves to work. Our mission is to promote an inclusive work space for all employees through Education, Discussion, and Celebration of our differences. Embracing these differences while coming together with a common purpose is what makes our team extra special. Our focus on inclusion and belonging is activated in the day-to-day culture at Lillio through our Diversity, Inclusion and Belonging (DIBS) committee, our bi-weekly DIBS discussions, DIBS Slack community, D&I training and education, volunteer days, donation matching, and more.