As a Customer Support Executive at Lilli, you will be the primary point of contact for our users and a vital link in our service delivery chain.
This is a proactive, fast-paced role designed for a "doer" who enjoys managing the service desk, coordinating with customers, and ensuring that no query or report falls through the cracks. You will work closely with the Sales and Product teams to ensure a seamless experience from onboarding onwards.
Requirements
Service Desk & Support Management
- Service Desk: Act as the first line of defence, managing the incoming ticket backlog and responding promptly to customer queries via phone and email.
- Technical Troubleshooting: Resolve simple technical issues, simplify complex terminology for users, and escalate issues/bugs to the product team when necessary.
- CRM Administration: Maintain clean, accurate records in HubSpot, ensuring all customer interactions, data inconsistencies, and resolutions are logged.
Proactive Coordination & Reporting
- Booking & Scheduling: Proactively call customers to book setup appointments and follow-up sessions.
- Reporting: Prepare and distribute customer reports, ensuring stakeholders have the data they need to understand product performance. Responsible for analysing, tracking and resolving issues logged by customers.
- Onboarding Support: Where required, assist customers with initial product setup and walk them through software functionality to ensure early success.
- Proactive Communication: Inform customers about new product functionalities and features. Follow up with customers to ensure that any reported technical difficulties have been resolved.
Continuous Improvement
- Identify Bottlenecks: Work with the Business Improvement Manager to flag workflow inefficiencies and suggest "sale to scale" optimisations.
- Feedback Loop: Track customer feedback (positive and negative) and advocate for user needs during internal product meetings.
- Process Adaptation: Quickly learn and adapt to changing internal processes as Lilli continues to grow and innovate.
General Duties
- Become an expert in Lilli and educate customers on the use and benefits of our products
- Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
- Maintain a positive, empathetic and professional attitude towards customers at all times and build productive relationships
- Be an advocate for the Lilli brand and customers’ needs
Requirements & Skills
- Communicator: You are an "over-communicator" who isn't afraid to pick up the phone. You can turn a technical problem into a simple, empathetic solution for a customer.
- Organiser: You have a natural ability to manage multiple tasks, from ticket backlogs to report deadlines, without losing your attention to detail.
- Tech-Savvy: Previous experience with HubSpot (or similar CRM/Service Desk software) is highly desirable. You are comfortable navigating new software and troubleshooting technical issues.
- The Proactive Mindset: You don't wait for things to happen; you anticipate customer needs and address potential issues before they escalate.
Personal Attributes
- Dynamic, enthusiastic, and eager to learn.
- Highly organised with a "can-do" attitude toward administration and documentation.
- Resilient and calm under pressure when manning a busy service desk.
- Happy to work in a tech start-up and thrive in a fast-paced environment
- Enjoy working with others to achieve a common goal
- Be able to display exceptional customer service skills and the ability to support customers with technical difficulties in a timely manner
- Be solution-driven and able to explain complex product information in a helpful way
- Excellent written and verbal communication skills
- Able to multi-task
- Solution oriented with good problem solving skills
- A good cultural ambassador who will uphold our brand reputation
- Helpful and willing to go the extra mile
- IT literate
At Lilli, we believe that innovation thrives in an inclusive and diverse environment. We are committed to building a workplace where every individual's unique background, experiences, and perspectives are respected and celebrated. Our dedication to diversity and inclusion is not only essential to our success but also integral to creating a workplace culture that values authenticity, creativity, and collaboration. If you require any accommodations during the recruitment process, please let us know, and we will do our best to accommodate your needs.
Benefits
- A generous 28 days’ annual leave + bank holidays
- Cash Health Plan
- Electric Car Scheme
- Unlimited Work Away From Home days
- Annual training budget
- We are remote first and believe that having an inspiring space to work is important. We don’t have an office so we will provide everything you need to set you up at home, and if you need to find inspiration in work in a local co-working space or somewhere else then we will support that too
- We get together regularly to collaborate, review and plan our progress as well as celebrate our teammates and our successes
- We have a team dedicated to ensure we have a solid working culture that is supportive and inclusive
