Description
We started building Marshmallow in 2017. Since then, we've grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans.
Our goal is to become one of the largest financial services providers in the world. To achieve our goals we need incredibly ambitious, commercially driven people who never settle for 'good enough'.
The Customer Operations Team
Our Customer Care function delivers outstanding day-to-day service while managing critical conversations. By working as a single, cohesive team, we resolve queries efficiently, reduce churn, and increase the lifetime value of our customers.
What you'll be doing
- Providing exceptional support via live chat, ensuring clear, empathetic, and professional communication.
- You'll have a comprehensive onboarding journey, including classroom sessions, coaching, and shadowing.
- As you master the role, you'll support the full customer journey, guiding them through their most critical moments.
- You'll collaborate with cross-functional teams and work alongside senior agents and coaches to improve our internal processes.
- Working closely with your Team Leader, you'll track your progress through CSAT scores, quality audits, and productivity metrics.
Who you are
- Adaptable, thriving in a dynamic start-up environment where change is the only constant.
- Passionate and empathetic, driven to deliver exceptional service and simplify complex information.
- A problem solver, asking the right questions before jumping to answers and staying calm under pressure.
- Curious and proactive, not afraid to ask 'silly' questions and looking for solutions rather than waiting for instructions.
- Growth-oriented, a team player open to feedback and eager to take ownership of your career path.
What we're looking for
- Exceptional Communication: You have C1-level English skills and the interpersonal flair to collaborate across teams and resolve complex customer issues effectively.
- Dynamic Task Management: You can prioritize and manage multiple tasks in a fast-paced environment, consistently meeting tight deadlines.
- Efficient Digital Support: You're a confident, fast typer capable of managing multiple live chats per hour with ease and accuracy.
- Customer-First Mindset: You bring a commitment to providing exceptional service, ideally backed by previous experience in a customer-facing role.
- Flexible Schedule: You're comfortable working a rotating shift pattern (Monday to Friday with some evenings and weekends days per month), with no night shifts.
Perks of the job
- Bonus scheme designed to reward high performance
- Private healthcare with Medicare, mental health support with Oliva
- Personal learning budget and dedicated L&D time
- Monthly SZÉP card budget to spend as you choose
- 4 weeks Work From Anywhere per year
Salary: Starting from gross 600.000 HUF monthly.