Senior Manager, Customer Experience (EU)
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 a highly motivated, compassionate leader who’s eager to bring our Customer Experience Team to the next level. Your day-to-day will involve overseeing our experienced CX Specialists and Leads as they manage customer inquiries for our European customers.
In this role you’ll ensure all claims are handled efficiently, while working to create the best claims experience in the industry. We will look to you to guide, mentor, and manage this incredible team.
What You'll Do
Lead, inspire, and develop multiple teams of highly skilled CX professionals, ensuring high-quality support for customers across diverse channels and locations
Conduct regular strategic team and cross-functional meetings on platforms like Zoom, while fostering engagement and collaboration among remote and on-site teams through effective communication on Slack and other channels
Serve as a senior advocate for customer needs by synthesizing and elevating insights from your team to influence product, engineering, and operations teams, enhancing service standards
Provide impactful and constructive feedback to direct reports and peers, fostering a culture of continuous growth, high performance, and accountability
Leverage advanced data analysis to identify high-impact opportunities, drive meaningful projects, and implement scalable improvements across customer service processes
Oversee QA processes to ensure consistent quality, through weekly support spot checks, as well as feedback sessions, and proactive improvements in service quality
Analyze and report on comprehensive performance metrics and team KPIs, utilizing insights to shape and drive future strategies, business goals, and customer experience improvements
What You'll Need
8+ years of progressive leadership experience in growing, managing, and coaching CX teams, with a demonstrated track record in a senior management capacity
A strategic mindset with a passion for leading within dynamic, fast-paced environments, ideally with experience in scaling operations at a startup or rapidly growing company
Prior experience in the insurance industry, big plus
Exceptional interpersonal skills, with an empathetic, patient, and solution-oriented approach to management
Availability to work on-office at least 2 days per week to strengthen team engagement and culture
An enthusiasm for continuous learning in AI and a commitment to adapting within a field that values innovation and growth as core values
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.