Lemonade Senior Manager Customer Experience EU 

Netherlands, North Holland, Amsterdam 

172111412

Lead, inspire, and develop multiple teams of highly skilled CX professionals, ensuring high-quality support for customers across diverse channels and locations

Conduct regular strategic team and cross-functional meetings on platforms like Zoom, while fostering engagement and collaboration among remote and on-site teams through effective communication on Slack and other channels

Serve as a senior advocate for customer needs by synthesizing and elevating insights from your team to influence product, engineering, and operations teams, enhancing service standards

Provide impactful and constructive feedback to direct reports and peers, fostering a culture of continuous growth, high performance, and accountability

Leverage advanced data analysis to identify high-impact opportunities, drive meaningful projects, and implement scalable improvements across customer service processes

Oversee QA processes to ensure consistent quality, through weekly support spot checks, as well as feedback sessions, and proactive improvements in service quality

Analyze and report on comprehensive performance metrics and team KPIs, utilizing insights to shape and drive future strategies, business goals, and customer experience improvements

8+ years of progressive leadership experience in growing, managing, and coaching CX teams, with a demonstrated track record in a senior management capacity

A strategic mindset with a passion for leading within dynamic, fast-paced environments, ideally with experience in scaling operations at a startup or rapidly growing company

Prior experience in the insurance industry, big plus

Exceptional interpersonal skills, with an empathetic, patient, and solution-oriented approach to management

Availability to work on-office at least 2 days per week to strengthen team engagement and culture

An enthusiasm for continuous learning in AI and a commitment to adapting within a field that values innovation and growth as core values