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 while doing it.
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. You should be excited by a busy schedule and the ability to problem solve.
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 executing to their fullest potential 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:
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
