Customer Experience Specialist

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 Specialist for our French Market 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

• 2–3+ years in customer support, success, or operations — with clear ownership of outcomes, not just ticket volume

• Native in French, and high-level English (B2+; near-native or native-level preferred)

• Proven experience with help-desk or CRM tools like Zendesk, Intercom, Salesforce, or similar

• A customer-first mindset: you investigate and resolve, you don't just process

• Genuine curiosity about how things work — the kind that leads you to ask "why" one more time than you probably should

• Empathy and patience that hold up even when a customer is stressed or frustrated

• A builder's instinct: you leave workflows, docs, and processes better than you found them

• Genuine curiosity about AI tools and how they can make your work sharper — at Lemonade, that's just how we operate

• Already based in the Netherlands, or willing to relocate by November at the latest

• Ability to work in a remote environment