We're built as a lean, data-driven organization that relies on a common understating of objectives and goals to provide teams with autonomy and ownership. We don't like spending our days in meetings and we skip committees altogether. At Lemonade, there's no such thing as going over someone's head. We have zero tolerance for bureaucracy, office politics, and lean-back personalities.

As a Public Benefit Corporation and a certified B-Corp, we deliver environmental and social impact using our products and tech. Through our Giveback program, we partner with organizations such as the ACLU, New Story, The Humane Society, Malala Fund, American Red Cross, 360.org, charity: water, and dozens of others, and have donated millions towards reforestation, education, animal rights, LGBTQ+ causes, access to water, and more.

Awarded 'best workplace'

Best Workplace and Best-Led Company by Inc. Magazine

"World Changing" by Fast Company

Recognized as a World Changing Idea by Fast Company Magazine

Ranked #1 Home insurance in America

Won best renters and homeowners insurance in America by US News, and others

Best Pet Insurance in America

Rated "Best Overall Pet Insurance" by Better Homes & Gardens

Rated 4.9 on the App Store

Among the highest rated apps of all time

What you're applying for

In this role, you'll be responsible for shaping employee experience through your expert support and continuous guidance after their onboarding training. You will partner with internal stakeholders across CX to help design the best QA support and process & procedure guidance.

You share valuable insights with your team and with the CX management, leveraging your knowledge to make changes and improvements to our day-to-day operations!
Likewise, you demonstrate success managing complex projects from beginning to end. Furthermore, you are driven by helping others, leading with EQ, and skilled at providing direct, honest feedback. You will develop strong knowledge of customer service principles and practices, and you demonstrate a passion for creating the best customer experiences on the planet. Next to this, you feel comfortable using data to support strategic decisions, and analyse performance data to coach and manage a team remotely, including performance issues, etc.

What you'll do

• Manage and motivate teams of passionate CX specialists who support our customers via our respective channels;
• Lead regular team huddles and meetings on Zoom, and engage your remote team via regular Slack communication;
• Advocate for customers through the feedback of your team, and liaise with our product and engineering teams to maintain a high level of service;
• Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers in order to boost growth and performance management;
• Leverage data to identify the biggest areas of opportunity and confidently execute projects that bring big and small improvements to life;
• Dedicate time each week to support QA on spot checking direct reports;
• Track and report performance metrics and team KPIs, and use the resulting insights to inform future priorities

What you'll need

• Proficiency in French and English
• 5+ years in a leadership role growing, managing, and coaching a CX Team
• Desire to work in a unique, dynamic, and fast-paced startup environment
• Empathetic, patient, and positive approach to your work
• Ability to work in an office environment a minimum of 2 days a week
• At Lemonade we welcome candidates who are enthusiastic about learning and adapting to the exciting world of AI, as a commitment to ongoing growth in this field is a fundamental part of our culture

Things to know...

Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.