Customer Support- Quality Assurance at LemFi (Formerly Lemonade Finance)

The Role

• We are seeking a Customer Support Quality Assurance Associate to ensure consistent, high-quality customer interactions by monitoring, auditing, and evaluating support performance against company standards. This role is responsible for identifying gaps, driving improvements, and maintaining compliance to enhance customer satisfaction and overall service excellence.

How You’ll Contribute

• Evaluate agent performance using established quality frameworks and scoring models.
• Identify service gaps, risks, and non-compliance trends through regular audits.
• Deliver actionable feedback and quality insights to support teams and leadership.
• Ensure consistency in customer experience, tone, and resolution quality.
• Track, analyze, and report on quality metrics and audit findings.
• Support continuous improvement initiatives to enhance customer satisfaction.
• Maintain comprehensive documentation, audit records, and quality guidelines.
• Prepare ad hoc reports as requested by Management and the Operations team.
• Provide Management with feedback on areas for improvement to enhance service delivery.
• Monitor and audit customer support interactions across all channels to ensure adherence to service quality standards.

Who You Are

• This role requires employees to have a solid understanding of all processes carried out by the Customer Support department.
• Employees must demonstrate emotional intelligence and professionalism when providing constructive performance feedback to support team members.
• Strong written, verbal, and nonverbal communication skills, along with keen attention to detail, are essential.
• Employees should possess problem-solving abilities to develop effective strategies for improving service quality.
• Additionally, the role requires individuals to be both goal-oriented and results-driven.

What You Will Bring

• Tertiary education in marketing, communications, business management, or a related field is preferred.
• 3+ years of experience in customer service, quality assurance, or a related support role.
• Prior experience in Fintech or Financial Services is a strong advantage, particularly in regulated or high-trust environments.
• Comfortable using Google Workspace and CRM platforms, with the ability to learn new tools quickly.
• Excellent communication, empathy, problem-solving, and collaboration skills.
• A self-starter who can work independently, manage priorities effectively, and consistently deliver high-quality work across multiple tasks and deadlines.