Customer Support Associate at LemFi (Formerly Lemonade Finance)

The Role

• We are looking for a Customer Support Associate to help ensure smooth, consistent, and high-quality support for our customers. In this role, you will follow established SOPs and SLAs, handle customer inquiries with accuracy and empathy, and contribute to improving our processes as we continue to grow.
• This position requires strong attention to detail, excellent communication skills, and a genuine commitment to delivering an exceptional customer experience.

How You’ll Contribute

• Provide timely and professional support to customers via email, troubleshooting issues with accuracy, empathy, and a high level of courtesy.
• Escalate insights and challenges effectively, sharing both positive outcomes and customer issues through the right internal channels while navigating multiple tools and platforms.
• Collaborate closely with the wider team to continuously improve the quality of our service and ensure a seamless customer experience.
• Participate actively in weekly team meetings, sharing feedback and helping implement improvements based on real customer interactions.
• Identify trends and recurring patterns in customer inquiries, proactively recommending improvements to processes, product features, or customer education materials.

Who You Are

• You have a solid academic foundation, ideally with tertiary education in marketing, communications, business management, or a related field.
• You bring 2+ years of hands-on experience in customer service or a similar support role, where you’ve learned how to navigate customer needs with patience, clarity, and professionalism.
• Experience in Fintech or Financial Services is a strong plus — you’re familiar with fast-paced, high-trust environments and understand the importance of accuracy and compliance.
• You’re comfortable working with modern tools, including Google Workspace and CRM platforms, and you pick up new systems quickly.
• Your strengths include excellent communication, empathy, problem-solving, and collaboration, and you’re the kind of person who brings positive energy to cross-functional teamwork.
• You’re self-driven and reliable, able to work independently, prioritize effectively, and deliver high-quality work across multiple tasks and deadlines without needing constant supervision.

What You Will Bring

• Strong functional expertise and a track record of delivering measurable impact
• Clear, structured communication and the ability to collaborate across teams
• High ownership, reliability, and a bias for problem-solving
• A customer-obsessed mindset and passion for building great products
• Adaptability, curiosity, and comfort operating in a fast-paced environment