Team Lead, Customer Experience (French Market)

at  Lemonade Insurance Company

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.

• 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