Customer Experience Specialist

Are you enthusiastic, patient, highly driven, and motivated by empathy? Do you love helping others and tinkering with the latest tech? Are you a native level French speaker with writing skills and a sharp sense of humor?

Well, we just might have the perfect job for you.

You’ll be asked to care for our customers, while working alongside (and learning from) some of the best talent from the tech and insurance industries. You’ll advocate for our community of customers, and partner with our product and engineering teams toprototype automations, ship feedback-driven updates, and deliver award-winning customer service. You’ll leave each shift having moved real metrics, not just closing tickets.

We believe three things matter for every role at Lemonade: drive to push through challenges, efficiency that keeps standards high while moving fast, and adaptability that lets you pivot with data and AI insights. These aren't buzzwords, they're how we actually work.

Our AI-first approach isn't just a tagline either. We're building the future of insurance with AI at the center, and we need people who are genuinely excited to learn and grow alongside these tools.

In this job you’ll

• Provide a delightful experience by adapting your style of support to meet each customer’s unique needs in a variety of situations

• Rapidly become an expert across our insurance products and tech stack, using this knowledge to guide customers with confidence and precision

• Identify and communicate critical pain points in the customer journey with a solution-oriented mindset

• Bring our values to life while you interact and build community across our teams

• Collaborate closely with our prompt engineers to identify prompt changes for our AI tools and evaluate their impact on our customers

• Use your exceptional written communication skills, and keen eye for clear, natural customer communication

• Constantly test, learn, and adapt—whether it’s a new tool, SOP, or customer insight—because growth is your baseline

• Use AI in your daily tasks and continually strive to optimize your workflow

What you’ll need

• 1–3 years in SaaS, fintech, insurtech, or another digital-first environment—alternatively able to provide a portfolio of side projects that proves you learn fast

• Experience with help-desk tools (Zendesk, Intercom, or other relevant tool) plus an itch to automate repetitive macros with AI or no-code tools

• Comfort reading API docs, running basic queries, or debugging browser dev-tools—no CS degree required, just genuine curiosity

• A track record of self-promotion: blog posts, GitHub PRs, conference lightning talks, or any other evidence that you amplify your own work

• Native-level French (bonus points if you can also meme fluently)

• Contributions to open-source or community forums and/or fluency in another EU language, a plus

• Strong phone and creative writing skills

• Helpful personality and loads of attention to detail

• A builder’s mindset: whether it’s Google Sheets wizardry, building small apps, or documenting best practices, you leave things better than you found them

• Ability to work in a remote environment

• Enthusiasm about learning and adapting to the exciting world of AI—exploring this field is a fundamental part of our culture