Customer Support Associate, Lillio
Onboarding
Childcare center software
Job no longer available
Childcare center software
101-200 employees
Job no longer available
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
- 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 with friends all at the same time, every day
- You should enjoy interacting with customers over the phone and helping them learn how to use the product in a way that will align with the goals of their center
- You should be excited by a busy schedule and solving customer problems
- 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!
- 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
What the job involves
- The Customer onboarding role will focus on providing support to our customers via scheduled meetings, adhoc calls, and email
- 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
- 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 for customers, and being a team player amongst the team
- 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
- Lillio’s Director of Customer Success is a people first leader who believes in unlocking individual's potential to build high performing teams
- Directing new customers to a successful launch on our program
- Managing customer relationships via phone and other channels, with a focus on getting the customer fully onboarded
- Acting as a consultant to help child care Directors plan their implementation with their team and training of Lillio
- Supporting, troubleshooting and solving customer problems, when needed
- Recommending and implementing the product, process, and policy improvements
- Assisting the support team in answering technical questions from our queue as needed
- Ensuring you are on track to meet and exceed team KPIs
- Ensuring the customer has an amazing Lillio experience!
- 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
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
$50.6m
SERIES B
May 2020
$3.7m
EARLY VC
Total funding: $59.7m
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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