Customer Experience Squad Lead

  • Customer Support, Customer Service
  • Full-time Remote
  • 2 weeks ago
  • Work Remotely
  • Shift Morning
  • Job Qualifications Bachelor
  • Job experience 2 to 4 Years
  • Job level Entry Level

Job Description

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,, charity: water, and dozens of others, and have donated millions towards reforestation, education, animal rights, LGBTQ+ causes, access to water, and more.

What you’re applying for

We’re looking for a people leader to coach an elite group of customer experience specialists as they maintain an impressively high level of customer satisfaction. As part of CX leadership, you’ll focus on helping your remote team provide surprisingly delightful interactions that make people happy. This role is very hands-on—cheering and coaching your remote team from the sidelines, and jumping in to help customers as needed. In this role you’ll

  1. Manage and motivate a small group of passionate CX specialists who support our customers via phone, email, and text
  2. Lead regular team huddles on Zoom, and engage your remote team via regular Slack communication
  3. Host virtual enrichment sessions and team-building events to strengthen alignment with Lemonade’s values
  4. Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers in order to boost growth and performance management
  5. Leverage data to identify the biggest areas of opportunity and confidently execute projects that bring big and small improvements to life
  6. Dedicate time each week to coaching specialists and mentoring prospective leaders
  7. Track and report performance metrics and team KPIs, and use the resulting insights to inform future priorities

What you’ll need

  1. 2+ years of people management experience  
  2. Background coaching a team of 5 or more
  3. High EQ, and skilled at providing direct and honest feedback
  4. Strong knowledge of customer service principles and practices, and a passion for creating the best customer experiences on the planet
  5. Strong interpersonal skills, empathy, and optimism
  6. A passion for data
  7. Ability to manage a team remotely


Things to know…

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.

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