Customer Support Associate

Summary

Join Lillio's Customer Success team as a Customer Onboarding Specialist! In this fast-paced, remote-first role, you'll guide new customers through a successful product launch, manage relationships via phone and email, and act as a consultant to childcare directors. You'll troubleshoot problems, recommend improvements, and contribute to a positive customer experience. The ideal candidate possesses strong communication and problem-solving skills, along with at least two years of customer-facing experience. Lillio offers a comprehensive benefits package, including flexible work arrangements, health benefits, 401k matching, paid time off, and professional development opportunities.

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

• Direct new customers to a successful launch on our program
• Manage customer relationships via phone and other channels, with a focus on getting the customer fully onboarded
• Act as a consultant to help child care Directors plan their implementation with their team and training of Lillio
• Support, troubleshoot and solve customer problems, when needed
• Recommend and implement the product, process, and policy improvements
• Assist the support team in answering technical questions from our queue as needed
• Ensure you are on track to meet and exceed team KPIs
• Ensure the customer has an amazing Lillio experience!

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