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’llInvestigate 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
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
Skills Required
- 1-3 years of experience in a customer-facing role, preferably in SaaS, fintech, insurtech, or a similar industry
- Hands-on experience with help-desk tools such as Zendesk
- Experience improving or automating help-desk workflows
- Genuine curiosity about how products and systems work, including willingness to read documentation and use developer tools
- Native-level French proficiency
- High-level English proficiency
- Clear and natural written communication in French and English
- Patient, solution-oriented communication skills
- Ability to improve workflows, documentation, and processes
- Ability to work effectively in a remote environment
- Evidence of building beyond formal job responsibilities, such as a side project, blog post, pull request, or process improvement
Lemonade Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Lemonade and has not been reviewed or approved by Lemonade.
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Healthcare Strength — Cigna-administered medical plans provide multiple options (EPO/OAP/OAPIN/HDHP) alongside dental, vision, prescription coverage, disability, and life/AD&D. 2026 plan materials and state notices indicate broad essential health benefits with mainstream networks.
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Retirement Support — A tiered 401(k) match structure is documented, offering meaningful employer contributions when employees save. This complements equity grants/RSUs that are commonly included in total rewards.
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Leave & Time Off Breadth — Employee-reported baselines around defined PTO and company holidays, plus flexible sick time, position time off as a strength. Parental leave is frequently described as generous for the U.S. context, though candidates should confirm current specifics.
Lemonade Insights
What We Do
Our mission is simple: Create the world’s most loved insurance through technology and social impact. As a certified Public Benefit Corporation and B-Corp, Lemonade is constantly challenging how the insurance industry does business. We’re creating an experience that is fast, affordable, and hassle-free across renters, homeowners, pet, life and car insurance. And through our annual Giveback program, in which leftover premiums are donated to charities our customers choose, we’ve donated nearly $5 million to a variety of organizations in need.
Why Work With Us
We’ve set out to make insurance loveable, fast, simple, and socially impactful - words that aren’t often associated with this industry. We’re a Certified B-corp, the only US insurance company to never invest in polluting industries, and our annual Giveback program has donated nearly $5 million globally to nonprofits in need.
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