Customer Support Associate, Lillio
Payments
CA$50-55k
More information about location
Childcare center software
Be an early applicant
Childcare center software
101-200 employees
Be an early applicant
CA$50-55k
More information about location
101-200 employees
Company mission
To elevate early childhood programs with innovative design, quality content, and professional growth opportunities, delivering joyful learning experiences for all children.
Role
Who you are
- We’re looking for a driven, solutions-oriented, and empathetic Customer Support Associate to join our team
- 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
- Don’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you!
What the job involves
- Customer Success at Lillio is a collaborative, high-energy, and customer-obsessed team that thrives on impact
- We work closely together to ensure our customers are successful at every stage of their journey, keeping their experience at the center of everything we do
- Team members support one another, share insights, and celebrate wins together, creating an environment where ownership, curiosity, and continuous improvement are recognized and rewarded
- This role will begin with a 6-month project supporting our Payments team, reporting into Payments leadership, before transitioning into the Customer Success team
- It’s an exciting opportunity to play a critical role in a high-impact operational initiative while building the foundation for a long-term career in Customer Success
- As part of the initial Payments project, you’ll help execute system updates and data migration efforts that directly impact our customers’ experience
- Once transitioned into Customer Success, you’ll serve as a trusted frontline partner to our customers - troubleshooting issues, answering questions, and ensuring they feel supported and confident using Lillio
- You’ll help shape how our customers experience our product while learning the ins and outs of customer support in a fast-paced, mission-driven environment. You should be excited by a busy schedule and able to adapt to change on the fly
- 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 providing the best experience possible for our customers
- 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
- The Payments team at Lillio is a results-focused, customer-driven team with a mandate to increase the usage of Lillio’s payments platform across both existing and new customers. The work is highly detailed, and the team operates with autonomy and a solution-oriented mindset in every task they manage
- Lillio’s VP 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!
- Phase 1: Payments (First 6 Months)
- Support system updates and data migration initiatives tied to Lillio’s Payments platform
- Ensure accuracy and completeness of customer payment and merchant data during transitions
- Work directly with customers to guide them through merchant applications, answer questions, and ensure accurate submission of required information
- Proactively manage a pipeline of merchant applications and migration accounts, prioritizing strategically to drive timely approvals, maximize funnel conversion, and minimize delays
- Communicate proactively with customers to walk them through system updates and provide clarity during changes
- Partner cross-functionally with Payments, CS, Product, and Engineering to ensure a smooth rolloutIdentify potential risks or gaps during migration and proactively surface solutions
- Help deliver a seamless, high-trust experience during operational change
- Long Term: Customer Support Associate (Customer Success Team)
- 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
- Maintain high customer satisfaction while balancing a high volume of requests
- Ensuring the customer has an amazing Lillio experience!
Application process
- Please note that we place serious consideration to your application responses to all questions; only completed profiles will be considered for this role
Our take
Early childhood education plays a pivotal role in a child's developmental journey, yet unlike the advancements witnessed in later stages of education due to digitization, this crucial phase has seen limited progress.
Lillio, formerly HiMama, offers a transformative solution for educators, enhancing classroom planning and enabling seamless sharing of progress with parents. By engaging the entire family in the learning process, Lillio's software fosters a holistic learning experience. Additionally, the software streamlines childcare centre management, automating tasks and cutting costs, thus freeing up valuable time for teachers.
Much like other specialized software providers, Lillio is bolstering its revenue streams through ventures into payment services. While competition looms from rivals like Procare, a legacy software provider backed by private equity, and startup Brightwheel, Lillio's potential market encompasses over a million daycare operations in North America. This expansive landscape bodes well for the impressive growth prospects of all three companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2021
$51.2m
SERIES B
May 2020
$3.7m
EARLY VC
Total funding: $60.4m
Company HQ
Downtown Yonge East, Toronto, ON
Leadership
Alana Frome
(Co-Founder, President & CTO)More than 10 years of software development experience including as employee #2 at Evisors (now Firsthand).
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