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Customer Experience Manager, Pet Insurance

Soho, New York | Customer Experience | Full-time

We’re looking for a Customer Experience Manager to lead and scale one of Lemonade’s world-class customer service teams in Soho, NY. In this role, you’ll hire and coach an elite team of customer experience specialists to maintain a crazy high level of customer satisfaction. 

You’ll focus on helping your team provide surprisingly delightful interactions that make people happy. This role requires you to be hands on, cheering and coaching your team from the sidelines, and jumping in to help our customers when the situation demands it.  

Please only apply if you have experience in scaling teams from 5 to over 50.

Requirements
  • You must be a pet parent (period) 
  • 5+ years of people management experience in a customer service environment - startup a plus!
  • Data driven, loves using numbers to find problems and implement solutions
  • Motivating leader who has coached and inspired a team of 20 or more
  • Passion for creating the best customer experiences on the planet
  • Experience maintaining company culture and employee engagement at any size
  • Compassionate, and passionate about helping others grow in their careers
  • Experience building a culture of ‘work hard/play hard’ filled with kindness and accountability
  • Extensive knowledge of customer service principles, practices and KPIs
  • Familiarity with headcount modeling principles 
  • Good understanding of tech startup culture
  • Strong interpersonal skills, empathy and ‘can do’ attitude required
  • Exceptional communicator and detail oriented
About Lemonade

Lemonade is a licensed insurance carrier offering renters, homeowners, and pet health insurance in the United States, and contents and liability insurance in Germany and the Netherlands. We’re powered by artificial intelligence and behavioral economics, and driven by social good.

A Certified B-Corp, Lemonade donates unused premiums to nonprofits selected by its community as part of our annual Giveback program. We incorporate our values into everything we do—from our business model to our office culture.