Customer Experience Specialist

Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.

At Lemonade, you’ll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.

Unlike most publicly traded companies, we’re nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don’t care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.

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.

We’re looking for experienced, highly motivated CX Specialists to drive customer loyalty and deliver an amazing customer experience.

You’ll be responsible for ensuring an efficient, surprisingly delightful, and solution-driven customer experience. You’ll utilize phone, email, and SMS channels to provide support to our Renters, Home, Car, and Pet customers.

In this role you’ll

• Provide a surprisingly delightful experience by adapting your style of support to meet each customer’s unique needs in a variety of situations
• Build customer confidence in our brand by showcasing deep knowledge across all of our products
• Identify and communicate critical pain points of our customer user experience with a solution-oriented mindset
• Bring our values to life in the way that you interact and build community across our teams and company

What you’ll need

• Meets all regulatory requirements to obtain and hold a valid P&C license (resident and non-resident)
• Previous experience working in a mature company with a large hybrid workforce
• Ability to work across multiple support channels, depending on business needs
• Strong verbal and written communication skills
• Experienced in using a customer-centric approach to de-escalation and problem solving
• Able to efficiently navigate multiple systems at once (experience with Zendesk, Talkdesk, Twilio is an advantage)
• Eager to work independently in a dedicated environment with minimal distractions (this role is remote)
• College degree

Unfortunately, we cannot consider applicants from Florida, Connecticut, New York, Illinois, Colorado, California, Montana, Hawaii, New Mexico and Puerto Rico.

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.