At Lilu, we build technology to empower new moms. The Lilu Massage Bra helps moms get more milk and makes breast pumping more comfortable and pain-free.

Lilu is looking for a Customer Success Expert, serving as our customers’ primary point of contact and owning customer solutions from start to finish. If helping others is at the core of everything you do, and taking initiative excites you, we’re looking for you to join our wonderful team! If you’re passionate about tech and/or women’s health, this is the perfect opportunity to work closely with the founding team and get hands-on experience with a growing startup that’s making a splash in the maternity health space. We’re flexible with days/times and remote-work, as long as you can commit to 5-7 hours per week.

As a Customer Success Expert, you will:

• Be a first point of contact and deliver amazing service to our customers through email, messaging, and phone via Zendesk
• Share information about Lilu with our members – everything from Lilu’s mission to the product functionality and beyond
• Be a first point of contact and deliver exceptional customer service via email, live chat, phone (Zendesk) and social channels (instagram, facebook, twitter), hitting key metrics on both speed and customer happiness.
• Moderate social and review channels to ensure customer complaints are addressed with empathy, timeliness, and transparency
• Flag and troubleshoot customer issues quickly and efficiently to improve the customer experience and customer journey.
• Creatively find customer-first solutions to every problem, going above and beyond to create immense customer excitement and loyalty.
• Identify trends in real-time and proactively implement solutions for customer issues.

We’re looking for you to bring:

• Demonstrable ability to get things done, exceptional attention to detail, and great research skills.
• Commitment, flexibility, and willingness to take ownership in delivering excellent customer service.
• Ability to work both independently and collaboratively.
• Ability to develop creative solutions to solve customer problems, to stay calm under pressure, and to put customers at ease.
• Ability to communicate with empathy and clarity, both with customers and your teammates.
• Desire to make a positive impact on the care our members receive.
• Desire to make a major contribution to an exciting organization that is improving the health of the world– one woman, one family at a time.

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

• Customer service experience
• Experience working with Zendesk
• Women’s health
• Experience working at a fast-paced start-up