---
title: 'Customer Experience Specialist, French Market at Lemonade'
canonical: 'https://feeny.ai/job/customer-experience-specialist-french-market-lemonade-europe-4ryc239r9qtj'
type: 'job'
last_seen: '2026-10-18'
---

# Customer Experience Specialist, French Market at Lemonade

- **Company:** Lemonade
- **Location:** Europe
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-06
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.ashbyhq.com/lemonade/2caecdd8-9847-4953-81c1-3460025d2b59

## Job description

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

## About Lemonade

## Company Overview
- **One-liner**: Lemonade is a digital insurance company that uses artificial intelligence and behavioral economics to offer renters, homeowners, pet, car, and life insurance, with a social impact model that donates unused premiums to causes customers choose.
- **Entity Type**: Public (NYSE: LMND)
- **Headquarters**: New York, New York, USA
- **Founded**: 2015
- **Founders**: Daniel Schreiber and Shai Wininger

## Core Business
- Primary industry/industries: Insurance (property & casualty, pet, life), Fintech, Insurtech
- Target customers: B2C (individuals and families), primarily digitally-native and socially-conscious consumers
- Mission or purpose statement: "Create the world’s most loved insurance through technology and social impact." [lemonade.com](https://www.lemonade.com/) Lemonade is a Public Benefit Corporation and certified B-Corp.

## Products & Services
For each major offering:
- **Renters Insurance**: Coverage for personal belongings and liability, typically acquired in ~90 seconds via the app.
- **Homeowners Insurance**: Protection for homes and their contents.
- **Pet Health Insurance**: Health coverage for dogs and cats, including accidents, illnesses, and routine care.
- **Car Insurance**: Standard auto coverage, plus a new, first-of-its-kind **Autonomous Car Insurance** for self-driving vehicles (launched in 2026, priced ~50% lower than human-driven per-mile rate). [lemonade.com](https://www.lemonade.com/investor)
- **Term Life Insurance**: Life insurance policies to protect loved ones.
- **Claims Experience**: AI-powered claims processing, with nearly half of claims paid in seconds and a record of 3 seconds to get paid. [lemonade.com](https://www.lemonade.com/)

## Market Standing
- **Valuation/Market Cap**: Not publicly available from the provided search results (market cap fluctuates with stock price; check current NYSE: LMND).
- **Key Metric (Annual Revenue)**: Q1 2026 revenue grew 71% YoY to $258M. In-force premium (IFP) reached $1.33B, +32% YoY. [lemonade.com](https://www.lemonade.com/investor)
- **Notable Investors/Partners**: Reinsured by "the most trusted names on the planet" (A-rated). [lemonade.com](https://www.lemonade.com/) Partnered with Tesla for Autonomous Car insurance. [lemonade.com](https://www.lemonade.com/investor)
- **Growth Signals**: 3.14 million customers (+23% YoY); 10th consecutive quarter of accelerating IFP growth; Adj. free cash flow of $17M in Q1 2026; positive Adj. EBITDA expected in Q4 2026. [lemonade.com](https://www.lemonade.com/investor)

## Competitive Advantages
- **AI-First, Instant Everything**: Core differentiator is using AI to deliver policies in ~90 seconds and pay claims in seconds, creating a vastly superior customer experience compared to traditional insurers.
- **Social Impact Model (Giveback)**: A Public Benefit Corporation and B-Corp. Unused premiums are donated to charities chosen by customers. This aligns customer and company incentives, reducing fraud and building brand loyalty. Over $10M donated. [builtin.com](https://builtin.com/company/lemonade)
- **Flat Fee Model**: Lemonade takes a flat fee from premiums to run the business, rather than profiting from denying claims. This aligns the company with its customers.
- **First-Mover in Autonomous Car Insurance**: Launched a dedicated product for self-driving cars, pricing risk at ~50% of human-driven rates, positioning them for the future of mobility. [lemonade.com](https://www.lemonade.com/investor)

## Strategic Focus
- **Profitability**: The company is focused on reaching positive Adjusted EBITDA by Q4 2026, having already achieved positive adjusted free cash flow. [lemonade.com](https://www.lemonade.com/investor)
- **Product Expansion**: Continuing to launch new, innovative products (e.g., Autonomous Car insurance) and bundling existing ones (renters, car, pet, life) to increase customer lifetime value.
- **International Growth**: Expanding across the US and EU, with a growing customer base and increasing in-force premiums.

## Why Work Here
- **Culture**: Described as a "fast paced, ever changing, zero politics meritocracy." The company values "smart creatives" with "positive energy" and a "passion for building products people love." Emphasis on business impact, self-motivation, and flexibility. [makers.lemonade.com](https://makers.lemonade.com/)
- **Remote/Hybrid Policy**: Offers a hybrid workspace (flexible time on-site) in New York and remote roles in the US. In-office roles available in Tel Aviv, Israel and Amsterdam, Netherlands. [builtin.com](https://builtin.com/company/lemonade)
- **Notable Perks**: Offers company equity, 401(K), generous parental leave, dental/health/vision insurance, job training + conferences, and free snacks/drinks. [builtin.com](https://builtin.com/company/lemonade)
- **Engineering Culture**: Strong emphasis on "makers" who "move fast and spend their time building stuff instead of endless meetings." Tech stack includes Ruby, SQL, Python, R, Snowflake, and MySQL. [builtin.com](https://builtin.com/company/lemonade)

## Sources
1. [lemonade.com](https://www.lemonade.com/)
2. [makers.lemonade.com](https://makers.lemonade.com/)
3. [lemonade.com/investor](https://www.lemonade.com/investor)
4. [builtin.com](https://builtin.com/company/lemonade)
5. [co.linkedin.com](https://co.linkedin.com/company/lemonade-inc-)

## Other roles at Lemonade

- [Product Data Analyst](https://feeny.ai/job/product-data-analyst-lemonade-tel-aviv-vysdawspkjnv) — Tel Aviv, Israel
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- [CLX Property Advocate, NL](https://feeny.ai/job/clx-property-advocate-nl-lemonade-europe-3mwpndjx9bb8) — Europe
- [SIU Investigator, Auto Claims](https://feeny.ai/job/siu-investigator-auto-claims-lemonade-remote-fzjyazp07tge)
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