Customer Support Associate - Payments

About Lillio (formerly HiMama) and Our Mission:

At Lillio (formerly HiMama), we are committed to serving the field as an authentic voice of the early childhood education (ECE) workforce, providing programs with all of the building blocks for high-quality early care and education and helping early educators focus on what matters most for children’s successful development and learning: relationships, play, creativity, and loving, nurturing caregiving. We are a social-purpose business with the goal of empowering early childhood educators through innovative, affordable tools that enable them to improve child outcomes, engage family members, and support continued professional growth for their staff. If you are excited about being part of an impact-driven business, focused on making a difference in the early childhood education industry, Lillio is the place for you.

Lillio is a Series B, private-equity backed business and we're proud to be part of the Bain Double Impact portfolio. Lillio is recognized as an industry leader, most recently selected by Fortune in 2023 for their "Impact 20" list, which highlights organizations that have built their business models around world-changing ideas to solve social and environmental problems.

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.

We’re looking for a driven, solutions-oriented, and empathetic Customer Support Associate to join our team. 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.

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 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
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.

Your CS Leader
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!

How You'll Make an Impact:

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!

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.

Please note this is a full-time, remote position with a strong preference for someone located in Eastern Canada and/or comfortable working in EST.

Don’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you! Please note that we place serious consideration to your application responses to all questions; only completed profiles will be considered for this role.  

Lillio Perks
-- 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

Accessibility
Lillio is committed to inclusiveness, equity and accessibility. If you require accommodations at any step of the application or interview process, please indicate so under the "Accommodations Question" box on your application. Accommodations may include but are not limited to: alternative methods of communication, providing a detailed “what to expect”, or modified testing. Please note this list is not exhaustive and we are more than happy to discuss other accommodations as required.

Commitment to Diversity
Diversity, Inclusion and Belonging are central to Lillio's core values. Lillio aims to ensure we provide a safe environment for everyone to thrive while bringing their authentic selves to work. Our mission is to promote an inclusive work space for all employees through Education, Discussion, and Celebration of our differences. Embracing these differences while coming together with a common purpose is what makes our team extra special. Our focus on inclusion and belonging is activated in the day-to-day culture at Lillio through our Diversity, Inclusion and Belonging (DIBS) committee, our bi-weekly DIBS discussions, DIBS Slack community, D&I training and education, volunteer days, donation matching, and more.

Equal Employment
Lillio is an equal employment opportunity employer. We consider all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics.