Customer Experience Specialist, French Market

Not your everyday company

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 understanding 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.

Awarded 'best workplace'

Best Workplace and Best-Led Company by Inc. Magazine

"World Changing" by Fast Company

Recognized as a World Changing Idea by Fast Company Magazine

Ranked #1 Home insurance in America

Won best renters and homeowners insurance in America by US News, and others

Best Pet Insurance in America

Rated "Best Overall Pet Insurance" by Better Homes & Gardens

Rated 4.9 on the App Store

Among the highest rated apps of all time

What you're applying for

Are you genuinely curious about why things break? Do you get satisfaction from tracing a problem to its root, then fixing it-sometimes in code, sometimes in process, sometimes in how we talk to customers?

We're looking for a Customer Experience Associate who cares as much about fixing the underlying issue as closing the ticket. You'll support our French market customers, but you won't stop at surface-level answers. You'll investigate, learn our product deeply, spot patterns, and push back when something doesn't make sense.

You'll work alongside our product and engineering teams, but as a real collaborator-not just a feedback funnel. When you see a customer struggle twice, you'll dig into why, propose a fix (whether that's a doc change, a prompt tweak, or a workflow improvement), and actually ship it.

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

• Investigate the real issue behind every customer conversation - not just the stated one - and follow it until it's actually resolved
• Build deep product and technical expertise so you can guide customers with confidence and catch when something's broken in our UX or messaging
• Spot patterns in customer pain and bring them to product and engineering with context, clarity, and proposed solutions
• Write with honesty and care - in French and in English - so every customer interaction feels human, not templated
• Test and improve SOPs, AI tools, and documentation alongside the team, and push back when something isn't working
• Find opportunities to use AI and automation in your workflow, and actually ship those improvements
• Show up as a real teammate - your instincts, your personality, and your initiative are part of what makes the team better

What you'll need

• 1-3 years in a customer-facing role - SaaS, fintech, insurtech, or similar - where you owned outcomes, not just handled volume
• Hands-on experience with help-desk tools like Zendesk, and comfort improving or automating workflows within them
• Genuine curiosity about how things work - the kind that leads you to read docs, poke around dev tools, and ask "why" one more time than you probably should
• Native-level French and high-level English, with clear and natural written communication in both
• Patient, solution-oriented communication - especially when customers are frustrated or confused
• A builder's instinct: you leave workflows, docs, and processes better than you found them
• Ideally an evidence that you build beyond your job description: a side project, a blog post, a PR, a process you improved - something that shows you move your own work forward
• Ability to work in a remote environment

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.