Lemonade Payments revolutionizes digital transactions with secure, privacy-centric services. We ensure safe payments, curbing harassment risks while offering diverse options for seamless transactions.
Purpose of the position
As a Customer Operations Specialist, your purpose is to cultivate and maintain positive relationships with our clients, facilitating their seamless onboarding, providing ongoing support, and translating their valuable feedback into actionable insights. You are the bridge between our cutting-edge payment solutions and our client’s success, ensuring that they not only use our products but thrive with them.
Through your purpose-driven efforts, you contribute to the realization of our company’s vision — a future where financial transactions are not just transactions but opportunities for growth, collaboration, and success for every client we serve.
Responsibilities & duties
- Customer Training and Onboarding: Develop and execute comprehensive training sessions, webinars, and workshops for new clients to ensure a smooth onboarding process. Collaborate with cross-functional teams to create engaging training materials that align with product updates and enhancements.
- Market Research and Business Trends: Conduct ongoing market research to identify industry trends, business opportunities, and potential areas for improvement. Provide regular business updates to existing clients, keeping them informed about product enhancements and industry developments.
- Customer Loyalty and Retention: Cultivate strong relationships with clients, fostering loyalty and retention on the Lemonade Payments product. Proactively address customer inquiries and concerns to ensure a positive customer experience.
- Sales Support: Assist the Sales team by providing product knowledge, training, and support during customer interactions. Collaborate with Sales to understand customer requirements and contribute to the development of tailored solutions.
- Feedback Translation and Product Improvement: Translate customer feedback and market insights into actionable product requirements and specifications. Work closely with the Product team to advocate for customer needs and contribute to continuous product improvement.
- Performance Monitoring and Optimization: Monitor product performance, user engagement, and customer feedback post-launch. Identify opportunities for improvement and optimization, collaborating with the Product and Development teams to implement enhancements.
Work experience & skills
- Experience: Minimum of 3 years of experience in customer operations or a related field within the payments industry. Proven track record of successfully conducting training sessions and webinars.
- Communication Skills: Excellent verbal and written communication skills. Ability to convey complex information clearly and understandably.
- Customer-Centric Approach: Strong customer service orientation with a focus on building and maintaining positive relationships.
- Analytical Skills: Ability to conduct market research, analyze trends, and translate insights into actionable strategies.
- Collaboration: Proven ability to collaborate effectively with cross-functional teams, including Sales and Product.
- Adaptability: Ability to adapt to a dynamic and fast-paced environment, staying informed about industry changes and technological advancements.
Personal qualities & behavioral traits
- Ability to perform multiple tasks simultaneously, employing effective time management and organizational skills
- Ability to work independently and as a team to meet deadlines, goals, and objectives
- Passion for learning new data analysis methods and tools
- Excellent critical thinking skills
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experiences. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.