CX HO Ops Specialist

We're looking for a Customer Service Homeowners Operations Specialist who thrives on solving problems and keeping customers happy. You'll be the bridge between our customers, their lenders, and Lemonade, making sure everyone stays connected and accounts stay current.

This isn't just about processing transactions. You'll think strategically about each customer's situation, find creative solutions, and make sure every interaction leaves people feeling supported.

In this role you’ll

• Communicate with customers and lenders via phone, email, and chat to resolve account issues

• Help customers keep their accounts current and collect premiums efficiently

• Process mail, checks, and refunds with accuracy and attention to detail

• Think strategically about customer solutions while prioritizing user experience

• Serve as the main liaison between customers, lenders, and internal teams

• Handle operational tasks that keep homeowners insurance running smoothly

• Problem-solve in real-time to find the best path forward for each situation

What you’ll need

• Excellent customer service and communication skills across multiple channels

• 2 years experience (if internal LMND employee)

• 3 years experience (if external applicant)

• Strong attention to detail and operational mindset

• Solutions oriented approach to problem solving

• Ability to think strategically about customer needs and business impact

• High level of integrity and trustworthiness when handling sensitive information

• Team player mentality with a bias toward getting things done

• Experience with Google Sheets or similar tools (preferred)

• Ability to work in a remote environment

• Enthusiasm about learning and adapting to the exciting world of AI – a commitment to exploring this field is a fundamental part of our culture

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

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

Lemonade's US base hourly rate for this full-time position is $21.15 - $22.11 per hour plus equity + benefits. Our pay 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 pay range for your preferred location.

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