Lemonade Finance (YC S21) is building a neobank for immigrants in North America & Europe. We provide our users with multi-currency accounts that allow them to hold, send, and receive money from Africa in any currency for their business and personal banking needs. There are over 10 million Africans living in North America & Europe who go through hoops and have to pay exorbitant fees to send money to their loved ones. We are constantly fighting for everyday Africans to be able to move their money freely around the world at no cost and with the best exchange rate they can find out there. We launched the first version of the app at the beginning of October 2020 with just the ability to send money. Now, we enable our users to send and receive as well as pay bills for services across the ocean for loved ones. We have also grown to a team of more than 25 people working remotely and living on different continents
The Role
We are looking for a Customer Support Associate to help ensure smooth, consistent, and high-quality support for our customers. In this role, you will follow established SOPs and SLAs, handle customer inquiries with accuracy and empathy, and contribute to improving our processes as we continue to grow.
This position requires strong attention to detail, excellent communication skills, and a genuine commitment to delivering an exceptional customer experience. Professional fluency in French, Spanish, or German (spoken and written) is required to effectively support our multilingual customer base.
How You’ll Contribute
Provide timely and professional support to customers via email, troubleshooting issues with accuracy, empathy, and a high level of courtesy.
Escalate insights and challenges effectively, sharing both positive outcomes and customer issues through the right internal channels while navigating multiple tools and platforms.
Collaborate closely with the wider team to continuously improve the quality of our service and ensure a seamless customer experience.
Participate actively in weekly team meetings, sharing feedback and helping implement improvements based on real customer interactions.
Identify trends and recurring patterns in customer inquiries, proactively recommending improvements to processes, product features, or customer education materials.
Who You Are
You have a solid academic foundation, ideally with tertiary education in marketing, communications, business management, or a related field.
You bring 2+ years of hands-on experience in customer service or a similar support role, where you’ve learned how to navigate customer needs with patience, clarity, and professionalism.
Experience in Fintech or Financial Services is a strong plus — you’re familiar with fast-paced, high-trust environments and understand the importance of accuracy and compliance.
You’re comfortable working with modern tools, including Google Workspace and CRM platforms, and you pick up new systems quickly.
Your strengths include excellent communication, empathy, problem-solving, and collaboration, and you’re the kind of person who brings positive energy to cross-functional teamwork.
You’re self-driven and reliable, able to work independently, prioritize effectively, and deliver high-quality work across multiple tasks and deadlines without needing constant supervision.
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
Professional fluency in French, Spanish, or German (spoken and written) is required to effectively support our multilingual customer base.