Customer Support Associate - Payments

📋 Description

• • Join Lillio (formerly HiMama), a mission-driven organization dedicated to empowering the early childhood education (ECE) workforce and enhancing child development outcomes. As a social-purpose business, Lillio provides innovative tools to support educators, foster family engagement, and promote professional growth. Recognized by Fortune on their 'Impact 20' list, Lillio is a leader in creating world-changing solutions for social and environmental challenges.
• • The Customer Success team at Lillio is a high-energy, collaborative, and customer-obsessed unit focused on ensuring customer success at every stage. We foster an environment of mutual support, shared insights, and collective celebration, valuing ownership, curiosity, and continuous improvement.
• • We are seeking a driven, solutions-oriented, and empathetic Customer Support Associate to join our dynamic team. This role offers a unique dual focus, beginning with a critical 6-month project supporting our Payments team before transitioning into a long-term role within the Customer Success team.
• • **Phase 1: Payments Project (First 6 Months)**
• • You will play a pivotal role in executing essential system updates and data migration efforts directly impacting our customers' payment experiences. This involves ensuring the accuracy and completeness of customer payment and merchant data during critical transition periods.
• • You will directly engage with customers, guiding them through the merchant application process, addressing their inquiries, and ensuring the accurate submission of all necessary documentation.
• • Proactively manage a pipeline of merchant applications and migration accounts, strategically prioritizing tasks to drive timely approvals, optimize funnel conversion rates, and minimize any potential delays.
• • Communicate proactively with customers to clearly explain system updates, provide guidance during changes, and ensure a smooth transition.
• • Collaborate cross-functionally with the Payments, Customer Success, Product, and Engineering teams to guarantee a seamless rollout of payment-related initiatives.
• • Identify potential risks or gaps during the migration process and proactively surface effective solutions to mitigate them.
• • Contribute to delivering a high-trust, seamless customer experience during periods of significant operational change.
• • **Phase 2: Customer Support Associate (Customer Success Team - Long Term)**
• • Transition to a core role as a trusted frontline partner, serving as the primary point of contact for our valued customers.
• • Provide comprehensive support by troubleshooting technical issues and answering inquiries via chat, email, and phone, ensuring a positive and efficient customer experience.
• • Actively identify recurring trends in customer issues and requests, providing valuable feedback and reporting bugs to the Engineering team for continuous product improvement.
• • Partner closely with the Product team to advocate for user needs and ensure product development decisions align with customer interests and best practices.
• • Continuously seek opportunities to improve existing processes and reduce customer pain points, enhancing overall satisfaction and product usability.
• • Recommend and implement process improvements to boost efficiency and drive better customer outcomes.
• • Support other Lillio teams in managing customer accounts, contributing to a unified and effective customer support strategy.
• • Maintain exceptionally high levels of customer satisfaction while efficiently managing a high volume of diverse requests.
• • Ensure every customer interaction contributes to an amazing and memorable Lillio experience.
• • This role requires adaptability and a proactive approach, as you'll be navigating a busy schedule and embracing change with agility. You will thrive in a fast-paced, mission-driven environment where your contributions directly impact the success of early childhood educators and the children they serve.
• • The Payments team operates with a results-focused, customer-driven mindset, aiming to increase the adoption and usage of Lillio's payments platform. This work is detail-oriented, and the team values autonomy and a solution-oriented approach.
• • Your leader, the VP of Customer Success, is a people-first leader dedicated to unlocking individual potential and building high-performing teams. She provides clear vision and empowers the team to execute, with a strong focus on KPIs, team/customer trends, curiosity, ownership, and a growth mindset. This is an ideal environment for those who enjoy building, iterating, and continuous growth.