Customer Operations Team Lead

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

Customer Retention Operations at Marshmallow 🌟

The customer retention team's key mission is to ensure customers love us and never leave by providing exceptional customer service.

Exceptional customer care is at the heart of everything we do at Marshmallow, so retaining their loyalty is a key to our future success. 

The team speaks to customers at two key lifetime events: renewal and when they want to cancel. We are here to problem-solve customers' needs and provide tailored solutions, from negotiating premiums to ensuring the customer has the right level of coverage. 

This is a growing team which is evolving as our product portfolio expands. The focus of this team is to retain customers & identify any opportunities to grow or expand the customer.

By joining a start-up environment, we expect you’ll be excited about moving fast and adapting to change. And whilst your main focus will be speaking with customers via Live Chat and email, like all roles at Marshmallow, we will encourage you to collaborate with your teammates to find the best solutions and improvements to our processes, setting us up for success.

Role Description 📖

You will be leading a team of up to 10 customer retention executives, driving performance to achieve our business goals.

Leading the team to deliver best in class customer service, nurturing agents to deliver meaningful conversations with our customers, meeting team KPI’s.  

You will be proactive in reviewing process and thinking of new and more efficient ways to tackle these.

What you'll be doing

• Nurture and develop a team of Customer Retention Executives 

• Participate in the recruitment, induction, and development of staff.

• Build an excellent level of product knowledge and proactively drive improvements in service quality, leading to enhanced customer experience & business outcomes

• Suggest and support on process improvements/new initiatives across the department (and other departments) and facilitate team implementation where required.

• Measure, analyze and report on team performance and take appropriate steps to improve that performance

• Ensure regulatory and business standards are met.

• Guiding agents on soft skills to retain and grow our customer base.

What you will achieve in your first 12 months at Marshmallow 🤔

• Leading the day-to-day operations of a growing team of executives and ensuring we are on track to hit our ambitious KPI targets

• Managing and coaching team members, and supporting them in the development of their knowledge and skills

• Contributing to the setting of the team’s strategic goals, before initiating and overseeing changes that benefit our customers, teammates and the company

• Reviewing processes and recommending changes to help us scale more efficiently than ever before. You'll also be conducting quality assurance reviews and highlighting missed opportunities/areas for improvement

Who you are

• Solid experience in a similar team leader role in a fast & changing contact centre environment is highly desirable. 

• With resilience and a bias for action, you’ll love to work as part of a team.

• Proactive mindset, always thinking of ways to improve a process of experience. 

• The ability to inspire and nurture employees to ensure they achieve their potential.

• Strong customer service mindset with commercial acumen.

• Desire to grow and develop with the business.

Essential experiences 🎓

• 5 years customer service experience with at least 1-2 years in a managerial position

• You’ve got experience leading a team and coaching those you manage to achieve their goals

• You’ve experienced first-hand what it's like to speak to customers.

• Experience in hiring and scaling a team and an understanding of what good performance looks like

• Fluency in English

Perks of the job

• Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! 🏠

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• SZÉP card - Budget to spend on meals, leisure and accommodation 🏝

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🌴

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office ✈️

• Medicover Blue package - An exclusive pass to top-notch healthcare services

• All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

Our Process

We break it up into 3 stages:

• Initial call with someone in the Talent team (30 mins)

• A skill-based interview where you will discuss your previous experience etc. with someone from the Operations Leadership Team (1 hour)

• A culture interview to check that your work style fits our processes and values (1 hour)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application.

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.