Customer Support Associate – Payments

Role Overview

• 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.
• 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!

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.
• 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.

Tech Stack

• Switching

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