Manage incoming customer and developer requests through a ticketing system, ensuring timely responses and resolution while collaborating with various teams to improve workflows.
Lemon.io is a marketplace connecting startups with vetted remote developers. We work closely with both sides — customers and developers — to ensure successful, long-term collaborations. Our goal is to provide a clear, structured, and reliable experience across the entire lifecycle — from project start to ongoing support — so that both developers and customers can focus on what matters most: building great products.
About the Role
We are looking for a Customer and Developer Experience Specialist (CDX) to serve as the single point of ownership for incoming requests ( from start to finish) across both customers and developers.
What You’ll Do
- Act as the primary owner for incoming requests, manage them through a ticketing system, and ensure timely, structured responses.
- Handle requests across both customer and developer sides, align expectations, and drive cases to resolution without unnecessary info ping-ponging.
- Work closely with Account Managers, Finance, Talent, and Product teams to resolve issues efficiently.
- Support onboarding flows when needed, ensuring smooth activation and clear expectations for both customers and developers.
- Handle subscription updates, hours logging, rate changes, opt-outs, profile updates, and other operational needs.
- Monitor report submissions, follow up on delays, and coordinate with Finance to ensure accuracy and timely payments.
- Identify recurring issues, gaps, and inefficiencies, and contribute to improving workflows and automation.
How We Work
- All requests are managed through a structured ticketing system (moving toward a single entry point)
- Each request has a clear owner responsible for resolution
- Communication is direct, clear, and context-driven
- We prioritize minimizing handoffs and maintaining full context within each case.
What We’re Looking For
Must-have:
- Strong written English and communication skills
- Ability to manage multiple requests and prioritize effectively
- High attention to detail and ownership mindset
- Ability to navigate ambiguity and structure unclear situations
Nice to have:
- Experience in support, operations, or customer success
- Experience working with marketplaces or tech products
- Familiarity with CRM or ticketing tools (e.g. HubSpot, Intercom)
What Success Looks Like
- Requests are resolved quickly, clearly, and end-to-end
- Customers and developers feel supported without being passed between teams
- Minimal escalations due to proactive ownership
- High ticket hygiene and clear documentation
- No requests fall through the cracks
Why Join Us
- A healthy culture: open, direct communication and a non-toxic environment.
- Impactful work: you’ll help shape and scale a new operational model across Customer & Developer Experience.
- The Package: competitive USD salary, 28 days of vacation, and 7 sick days.
- Flexibility: fully remote with flexible hours (and a Kyiv office for offline meetups).
- Perks that matter: annual reimbursements for health, self-development, travel, home office, and mental wellness.
- Logistics: we support with Ukrainian PE maintenance.
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