Customer Operations Team Lead @ Marshmallow Budapest

Customer Operations Team Lead @ Marshmallow
Budapest
Budapest, Budapest, HU

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.

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.

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!

• 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
• 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.

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.

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.

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!

, [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, analize 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. ] Requirements: Customer relationship management, Team management Additionally: Sport subscription, Training budget, Private healthcare, Flat structure, International projects, Free coffee, Free snacks, Free beverages, In-house trainings, Modern office, Startup atmosphere.