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Customer Support Associate

3 months ago

Vancouver Metro Vancouver Regional District, CA Lillio Full time

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.

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 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.

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, 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.

Your CS Leader

Lillio’s Director of Customer Success is a people-first leader who believes in unlocking individuals' potential to build high-performing teams. She is a leader who likes to set the stage with a 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:

  • 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

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 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

Compensation Range

  • The compensation range for this role starts at $50,000 CAD per year; evaluation of the offer for the successful candidate will be based on relevant experience
  • This role would be eligible to participate in the Employee Stock Option Plan

Please note this is a full-time, remote position with a strong preference for someone located in Western Canada and/or comfortable working in PST

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; 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

-- Opportunities for learning, mentorship and professional development

-- A subscription to the mindfulness and meditation platform, Headspace

-- 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. 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.

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.

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