Trending Remote Jobs at LemFi (Formerly Lemonade Finance)

The Role

• We are looking for a Customer Support Team Lead to ensure the smooth, consistent, and high-quality operation of our Customer Support function.
• You will oversee adherence to SOPs and SLAs, guide the team in delivering excellent customer experiences, and continuously improve processes to scale with our growing user base.
• This role requires strong operational rigor, leadership capabilities, and a deep commitment to customer satisfaction.

How You’ll Contribute
Operational Excellence:

• Develop and maintain Standard Operating Procedures (SOPs) for all customer support processes.
• Create actionable Service Level Agreements (SLAs) for internal and external stakeholders to ensure smooth CS operations.
• Supervise and review the execution of SOPs and SLAs, identifying gaps and proposing scalable improvements.
• Monitor tickets and ensure customer requests receive complete and timely resolution.
• Review “on hold” escalated tickets and redistribute them efficiently to reduce backlog.

Team Leadership & Performance Management:

• Lead, coach, and support the customer support team to achieve KPIs and ensure service excellence.
• Evaluate ticket quality to ensure responses meet internal standards and are properly documented.
• Provide ongoing performance support, including clear recommendations for improvement.
• Deliver weekly activity and performance reports to Customer Support Leadership.
• Prepare incident reports detailing blockers or process failures affecting team productivity.

Customer Experience Management:

• Assess customer feedback to identify trends and drive improvements in service quality.
• Manage escalations across partners and internal teams (email, phone, Slack, Jira, Skype).
• Communicate pending or unresolved issues with users, partners, and internal stakeholders until full resolution.

Collaboration & Continuous Improvement:

• Work cross-functionally with Product, Engineering, Compliance, and Operations to improve workflows.
• Recommend scalable solutions and process enhancements to strengthen efficiency and customer satisfaction.
• Support the Customer Support Leadership Team with any additional tasks as required.

Who You Are

• Experienced: 3–5 years in customer support, ideally in fintech or banking.
• A Team Lead: At least 1 year leading or supervising a customer support team; remote leadership experience is a plus.
• Process-Oriented: Strong understanding of CS operations, SOP/SLA management, and quality assurance.
• Emotionally Intelligent: Able to give feedback professionally, constructively, and with sound judgment.
• A Strong Communicator: Excellent written, verbal, and non-verbal communication skills with strong attention to detail.
• A Problem Solver: Able to break down issues, identify root causes, and propose scalable improvements.
• Execution-Focused: Driven by results, quality, and operational excellence.

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.

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About the Role

• We’re looking for a creative Performance Marketing Designer on our marketing team who can design and strategise. You’ll own paid ad creative across static and video formats, shaping ideas from research through to execution.
• This isn’t just an asset-production role — you’ll help us develop creative strategies that drive performance.

Responsibilities
What You'll do:

• Design and produce static and motion/video ads across Meta, TikTok, Google, and Display.
• Translate campaign data and audience insights into creative ideas.
• Research competitor trends and emerging formats.
• Build, test, and iterate ad concepts to improve CTR, engagement, and conversion.
• Collaborate with performance marketing, copy, and brand teams to align messaging and visuals.
• Maintain a scalable asset library and ensure brand consistency.

Requirements
What you'll bring:

• Proven experience designing for paid media (portfolio required).
• Skills across graphic + motion design (Adobe Creative Suite, Figma, After Effects, etc.).
• Strong understanding of digital advertising and performance metrics.
• Ability to ideate strategically, not just execute briefs.
• Comfortable balancing speed, quality, and experimentation.

Nice to Have:

• Experience with dynamic creative optimisation and/or A/B testing.
• Familiarity with interactive or emerging ad formats.
• Background in performance-led businesses (e-commerce, fintech, apps, etc.)