Customer Support Associate

Summary

Join Lillio's Customer Success team as a Customer Support Associate and make a real impact in the early childhood education industry! This full-time, remote position offers flexible working arrangements and a supportive team environment. You will provide exceptional customer service via email, phone, and chat, troubleshoot technical issues, and identify trends to improve processes. The ideal candidate possesses at least two years of customer-facing experience, strong communication skills, and a passion for problem-solving. Lillio offers a comprehensive benefits package including health benefits, 401k matching (for US employees), paid time off, and professional development opportunities. A strong preference is given to candidates located in Western Canada or comfortable working in PST.

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 demeanour 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

Responsibilities

• Support customers with troubleshooting technical support issues via chat, email and phone
• Help identify trends in customer issues and requests, as well as reporting bugs to the Engineering team
• Work with the Product team to ensure we are making decisions in the best interest of our users
• Find ways to improve processes and reduce customer pain points
• Recommend and implement improvements to process to improve efficiency and customer outcomes
• Support other Lillio teams in managing customer accounts
• Ensure the customer has an amazing Lillio experience!

Preferred Qualifications

Located in Western Canada and/or comfortable working in PST

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
• 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