CLX Pet Squad Lead

We’re searching for a Claims Experience Lead to guide, mentor, and manage an elite group of Claims Experience Specialists and 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.

We believe three things matter for every role at Lemonade: drive to push through challenges, efficiency that keeps standards high while moving fast, and adaptability that lets you pivot with data and AI insights. These aren't buzzwords, they're how we actually work.

Our AI-first approach isn't just a tagline either. We're building the future of insurance with AI at the center, and we need people who are genuinely excited to learn and grow alongside these tools.

IN THIS ROLE YOU'LL

• Guide, mentor, develop and manage a team of Specialists and Advocates.
• 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 and create data-driven goals at a Squad and Individual level.
• Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers to boost growth and performance.
• Design and implement individualized development plans and performance management plans for direct reports.
• Analyze trends in claims data and key performance indicators to proactively identify operational inefficiencies.
• Present actionable insights and recommendations to senior leadership to drive operational excellence.

WHAT YOU'LL NEED

• 1+ years of experience working at LMND (if internal candidate)
• 2+ years of experience working in advocate role (if internal candidate)
• 6+ months of above average KPIs
• 3+ years experience in the insurance industry, preferably demonstrating excellence in property & casualty claims handling
• 5+ 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
• Understand, utilize, and drive change using AI / automation tools
• Bring our values to life in the way you interact with and build community across our teams and company
• At Lemonade we welcome candidates who are enthusiastic about learning and adapting to the exciting world of technology and AI, as a commitment to ongoing growth in this field is a fundamental part of our culture
• Insurtech or startup experience is a strong plus
• Ability to work in a remote environment
• College Degree

Lemonade's US base salary range for this full-time position is $75,000- $87,500 equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Speak to your recruiter to hear more about the specific salary range for your preferred location.

Unfortunately, we cannot consider applicants from these states; Colorado, California, Montana, Hawaii, Alaska, New Mexico and Puerto Rico.

*Please note that we are unable to sponsor applicants for work visas