Customer Support Associate

Lillio (formerly HiMama); Canada; Remote; CAD 50,000 - 55,000; Full time

Job summary

A leading early childhood education firm based in Canada is looking for a Customer Success representative to assist customers with onboarding and ensure a successful launch of their program. The ideal candidate should have strong communication skills and a tech-savvy background, along with a passion for improving child outcomes. The role offers flexible working arrangements and a strong commitment to diversity and equity.

Benefits

Flexible working arrangements

Health benefits package including medical, dental and vision

401K matching for US employees

Paid time off including vacation and personal days

A subscription to Headspace

Opportunities for learning and professional development

Ongoing virtual social activities and success celebrations

Qualifications

• Minimum of 2 years of work experience in a customer-facing role.
• Exceptional verbal and written communication skills required.
• Compassionate and patient demeanor with confidence to resolve issues.

Responsibilities

• Direct new customers to a successful launch on our program.
• Manage customer relationships via phone and other channels.
• Support, troubleshoot and solve customer problems as necessary.

Skills

Customer service

Tech-savvy

Verbal communication

Active listening

Problem-solving

Education

Post-secondary education or equivalent work experience

Tools

Apps and software navigation

Job description

Overview

About Lillio (formerly HiMama) and Our Mission: At Lillio (formerly HiMama), we are committed to serving the field as an authentic voice of the early childhood education (ECE) workforce, providing programs with all of the building blocks for high-quality early care and education and helping early educators focus on what matters most for children’s successful development and learning: relationships, play, creativity, and loving, nurturing caregiving. We are a social-purpose business and certified B Corporation 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. If you are excited about being part of an impact-driven business, focused on making a difference in the early childhood education industry, Lillio is the place for you. Lillio is a Series B, private-equity backed business and we\'re proud to be part of the Bain Double Impact portfolio. Lillio is recognized as an industry leader, most recently selected by Fortune in 2023 for their \"Impact 20\" list, which highlights organizations that have built their business models around world-changing ideas to solve social and environmental problems.

Salary: $50,000 - $55,000 a year

We’re looking 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. 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.

The Customer Success (CS) Team

CS 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 for customers, and being a team player amongst the team. 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.

Your CS Leader

Lillio’s Director of Customer Success is a people first leader who believes in unlocking individual\'s potential to build high performing teams. She is a leader who likes to set the stage with big-picture vision and empower the team to work through the plan of execution. She is KPI driven and has a high attention to detail to better understand team and customer trends, to best position everyone to be successful. She places a high value on curiosity, ownership and having a growth mindset with an intrinsic drive to improve. You will work well with her if you enjoy building, iterating, and are eager to grow!

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!

What You Bring to the Table

• 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

Don’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you! Please note that we place serious consideration to your application responses to all questions; only completed profiles will be considered for this role.

Lillio Perks

• Flexible working arrangements; remote-first company with quarterly virtual gatherings and at least one in-person gathering per year; travel may be required
• 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 Headspace
• Opportunities for learning, mentorship and professional development
• Ongoing team-wide and company-wide virtual social activities and success celebrations

Accessibility

Lillio 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.

Commitment to Diversity

Diversity, 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.

Equal Employment

Lillio is an equal employment opportunity employer. We consider all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics.