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Customer Experience Manager, Pet

Scottsdale, Arizona | Customer Experience

We’re looking for a Customer Experience Manager to lead Lemonade’s world-class CX team in our Scottsdale hub. In this role, you’ll coach an elite group of CX specialists as they maintain an impressively high level of customer satisfaction while supporting our pet parents.

You’ll focus on helping your team provide surprisingly delightful interactions that make people happy. This role is very hands-on, cheering and coaching your team from the sidelines, and jumping in to help our customers when needed. Patience, excellent writing skills, empathy, and a great sense of humor are definitely required.

The CX team works from home, with opportunities for in-person development, so you’ll also need to be comfortable with mentoring and managing remotely. Please only apply if you have experience in direct people management.

  • 4+ years of people management experience
  • Impressive leadership skills, with experience coaching a team of 10 or more
  • A surplus of empathy
  • High EQ, and a willingness to provide direct and honest feedback
  • The ability to motivate a team with positivity, kindness, and accountability
  • Strong knowledge of customer service principles and practices, and a passion for creating the best customer experiences on the planet
  • Solid understanding of tech startup culture
  • A serious plus if you’re a pet parent
  • Passion for using data to improve your team’s performance
About Lemonade

Lemonade is a licensed insurance carrier offering renters, homeowners, life, and pet insurance in the United States, contents and liability insurance in Germany and the Netherlands, and renters insurance in France. 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.