Customer Support Associate - Remote Eligible

Customer Support Associate

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.

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.

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

Is 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. 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.

$50,000 - $55,000 a year

Note: we are only considering Canadian applicants for the position at this time.

This role is posted to hire a backfill.

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

-- 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