We’re looking for…
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 while doing it.
You should enjoy interacting with customers over the phone and helping people solve technical problems and resolve issues should be a passion. The Customer Support Associate role will focus on providing support to our customers via email, phone and chat. 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. You should be excited by a busy schedule and the ability to problem solve.
The Customer Success (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, and a whole lot of persuasion. Every day is a new challenge and every team member has a lot of responsibility, but we work closely together to ensure everyone is executing to their fullest potential in their role.
Your CS Leader
Lillio’s Director 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!
How You’ll Make an Impact:
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
Ensuring the customer has an amazing Lillio experience!
What You Bring to the Table:
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
We want to be upfront about what makes someone thrive in this role — and what might make it a frustrating fit.
You'll love it here if…
You love the rhythm of a fast, high-volume support cycle. Working through a high number of cases, hitting monthly targets and beating your personal records, and seeing positive responses from customers is deeply satisfying to you.
You're a natural investigator. You don't just answer what is asked — you dig deeper, listen carefully to find the root of the problem.
You’re often seen as a trusted advisor. Maintaining our industry leading support means anticipating the needs of our customers and solving future problems before they happen.
You thrive with autonomy and accountability. You don't need someone to tell you when to make calls or follow up. You manage your open cases with intention.
You find meaning in the mission. Helping a childcare director streamline their operations or free up time to focus on their kids is genuinely motivating to you - not just a talking point.
You're just as motivated by the team hitting its goals as you are by your own number. You celebrate when your colleague closes a big deal, you share what's working, and you genuinely want to see everyone succeed - not just yourself.
This probably isn't the right fit if…
You like to go at your own pace, focusing on just one task at a time. It’s important we balance the quality of service with the quantity of customer outreach to ensure conversations are both meaningful and efficient.
You’re uncomfortable navigating challenging conversations. Customers generally contact support when things aren’t going as expected - and frustration can come with that! Maintaining your calm and being able to de-escalate are integral skill sets.
You're more comfortable in a role where the process is set, stable, and someone else's problem. Here, when the process is broken, we expect you to flag it, help fix it, and keep moving - not wait for perfect
Metrics make you anxious rather than motivated. We track activity, both quantitative and qualitative closely - not to micromanage, but because we believe in clarity and accountability to meet company goals and help you grow.
Don’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you!
Note: we are only considering Canadian applicants for the position at this time.
This role is posted to hire a backfill.