Lillio is hiring a
Customer Support Associate, Remote - Canada

Summary

The job description is for a Customer Support Associate role at Lillio (formerly HiMama), a social-purpose business focused on early childhood education. The role involves providing customer support, identifying trends, working with the Product team, finding ways to improve processes, and supporting other teams.

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

Responsibilities

• 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

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