Claims Experience Lead, Pet

Not your everyday company
Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.
At Lemonade, you'll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.
Unlike most publicly traded companies, we're nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don't care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.
We're built as a lean, data-driven organization that relies on a common understating of objectives and goals to provide teams with autonomy and ownership. We don't like spending our days in meetings and we skip committees altogether. At Lemonade, there's no such thing as going over someone's head. We have zero tolerance for bureaucracy, office politics, and lean-back personalities.
As a Public Benefit Corporation and a certified B-Corp, we deliver environmental and social impact using our products and tech. Through our Giveback program, we partner with organizations such as the ACLU, New Story, The Humane Society, Malala Fund, American Red Cross, 360.org, charity: water, and dozens of others, and have donated millions towards reforestation, education, animal rights, LGBTQ+ causes, access to water, and more.
Awarded 'best workplace'
Best Workplace and Best-Led Company by Inc. Magazine
High 4.4 rating on Glassdoor ⭐️
Our Founders listed among Glassdoor's Top CEOs
"World Changing" by Fast Company
Recognized as a World Changing Idea by Fast Company Magazine
Ranked #1 Home insurance in America
Won best renters and homeowners insurance in America by US News, and others
Best Pet Insurance in America
Rated "Best Overall Pet Insurance" by Better Homes & Gardens
Rated 4.9 ⭐ on the Apple App Store
Among the highest rated apps of all time
What you're applying for
We're searching for a Claims Experience Lead to guide, mentor, and manage an elite group of claims experience advocates at Lemonade.
As part of the Lemonade Pet leadership team, you will help ensure claims are handled efficiently, while always providing a world-class customer experience. You'll leverage a data-driven approach to promote continual growth and improvement.
In this role you'll

• Guide, mentor, develop and manage a team of coaches, advocates, and champs
• Assist in handling claims, customer escalations and coverage decisions
• Drive team performance using data to align on the biggest areas of opportunities
• Lead regular team huddles on Zoom and engage your remote team via Slack communication
• Track and report performance metrics and team KPIs and use the resulting insights to inform future priorities
• Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers to boost growth and performance

What you'll need

• 3+ years experience in the insurance industry, preferably property & casualty
• 3+ years of Vet Med/Industry experience, working hands-on with cats and dogs, is a plus
• 2+ years experience leading customer-facing teams
• A proven track record of growing, managing and coaching a team of five or more

Things to know...
Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.