Customer Support Associate at LemFi (Formerly Lemonade Finance)

About the Role

• LemFi is the financial engine for people the world wasn't built to serve. 
• We handle real money for real people - remittances, multi-currency accounts, savings, eSIMs and credit across roughly 21 countries. 
• When something goes wrong for a customer, the Customer Support team is the difference between trust earned and a customer lost forever.
• We are growing our support team and looking for sharp, driven people who are at the very start of their careers and want to build something meaningful. 
• You do not need years of experience. 
• You need to care deeply, communicate clearly, and be the kind of person who does not stop until a problem is actually solved. 
• Professional fluency in French, Spanish or German (spoken and written) is an advantage to support our multilingual customer base. 
• This role demands strong attention to detail, excellent communication skills, and a genuine commitment to delivering an exceptional customer experience.

What you'll build and own

• Be the first point of contact for LemFi customers - resolving queries on transfers, accounts and products through chat, email and other channels, quickly and with genuine empathy
• Own every issue you pick up from first contact to resolution, escalating to the right teams when needed and always following up so nothing falls through the cracks
• Spot patterns in the questions and complaints coming in, flag them clearly to your team lead, and suggest improvements that remove the root cause - not just the symptom
• Use AI-assisted tools and knowledge-base resources to find answers faster, while applying your own judgement to make sure the response actually fits the customer's situation
• Keep customer records and interaction logs accurate and up to date so the whole team can trust the data they work from
• Represent the LemFi brand in every interaction - plain language, no jargon, real answers, and a warm tone even in difficult moments
• Participate actively in weekly team meetings. Share feedback and help implement improvements based on real customer interactions.

Your experience

• An Undergraduate Degree (any discipline) from a recognised university, or a postgraduate qualification
• Zero to two years of work experience - we welcome fresh graduates and those early in their careers equally.
• Exceptional written and spoken English: clear, concise and warm.
• The kind of person who reads a problem properly before responding and is genuinely bothered when a customer leaves without their issue solved
• Able to stay organised and accurate when handling multiple conversations at once, without letting quality slip
• Comfortable working with modern tools: Google Workspace, CRM platforms. You pick up new systems quickly.
• Self-driven and reliable. You work independently, prioritize effectively and deliver high-quality work across multiple tasks and deadlines.
• Strong attention to detail and a customer-obsessed mindset. You genuinely care about building great support experiences.

Nice to have:

• Prior exposure to a fintech, bank or customer-facing role (even briefly, or through an internship)
• Familiarity with any ticketing or CRM platform
• Fluency in an additional language spoken by LemFi's customer base.