Customer Support Associate

About Lillio (formerly HiMama) and Our Mission:At Lillio (formerly HiMama), we are a mission driven 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. 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. 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 company and we're proud to be part of the Bain Double Impact portfolio. Lillio is recognized as an industry leader, most recently selected in 2025 by Time Magazine as one of the world's top EdTech companies.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) TeamCS 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 LeaderLillio’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 phoneHelping identify trends in customer issues and requests, as well as reporting bugs to the Engineering teamWorking with the Product team to ensure we are making decisions in the best interest of our usersFinding ways to improve processes and reduce customer pain pointsRecommending and implementing improvements to process to improve efficiency and customer outcomesSupporting other Lillio teams in managing customer accountsEnsuring 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 roleTech-savvy with the ability to navigate apps and software is a mustExceptional verbal and written communication skillsAn ability to build relationships and connect with people quicklyCompassionate and patient demeanor with confidence and assertion to get things doneActive listening and problem-solving skillsNot afraid to pick up the phone and speak to peopleYou’re organized and able to manage a large volume of tasks independently An ability to de-escalate and manage difficult situations and conversationsAn ability to maintain high customer satisfaction through efficient task switchingPropensity to always want to learn and improve processesPassionate about a career that is more than a “job”Ambition to work hard in order to make an impact in the worldIs This Role Right For You?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. M