Team Lead, Customer Experience

Summary

Join us at Lemonade as we shape employee experience through expert support and guidance. As a leader, you'll manage teams, provide feedback, and leverage data to drive improvements.

Requirements

• Proficiency in French and English
• 5+ years in a leadership role growing, managing, and coaching a CX Team
• Desire to work in a unique, dynamic, and fast-paced startup environment
• Empathetic, patient, and positive approach to your work
• Ability to work in an office environment a minimum of 2 days a week

Responsibilities

• Manage and motivate teams of passionate CX specialists who support our customers via our respective channels
• Lead regular team huddles and meetings on Zoom, and engage your remote team via regular Slack communication
• Advocate for customers through the feedback of your team, and liaise with our product and engineering teams to maintain a high level of service
• Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers in order to boost growth and performance management
• Leverage data to identify the biggest areas of opportunity and confidently execute projects that bring big and small improvements to life
• Dedicate time each week to support QA on spot checking direct reports
• Track and report performance metrics and team KPIs, and use the resulting insights to inform future priorities