Customer Support Associate

Lillio (formerly HiMama)

15h • Remote

About The Position

Lillio (formerly HiMama) is a mission-driven business focused on empowering early childhood educators with innovative tools to improve child outcomes, engage families, and support professional growth. They are committed to being an authentic voice in the early childhood education (ECE) industry, providing essential building blocks for high-quality care and education, and helping educators focus on relationships, play, creativity, and nurturing caregiving. Lillio is a Series B, private-equity backed company and part of the Bain Double Impact portfolio, recognized as an industry leader and named by Time Magazine as one of the world's top EdTech companies. The company seeks enthusiastic individuals with can-do attitudes for a fast-paced, work-hard, start-up environment where wins are celebrated, positive change is made, and fun is had. The role requires a passion for interacting with customers, solving technical problems, and providing excellent customer service via email, phone, and chat. The Customer Support Associate will also assist with other CS team tasks, embracing a busy schedule and problem-solving opportunities. The Customer Success (CS) Team at Lillio is a collaborative group dedicated to customer success, influencing product and marketing decisions, problem-solving, and persuasion. Each day presents new challenges, and team members share significant responsibility while working together to maximize potential. The Director of Customer Success is a people-first leader focused on unlocking individual potential, setting a clear vision, and empowering the team in execution. This leader is KPI-driven, detail-oriented, and values curiosity, ownership, and a growth mindset.

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 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
• 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

Nice To Haves

• 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.

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
• Ensuring 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees