Customer Service Specialist

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. 

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.

The Customer Retention Team 

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 customer retention team's key mission is to ensure that customers love us and stay with us as long as we can provide the best service possible. 

The team speaks to customers at two key lifetime events: policy 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 where we can grow the customer's accounts based on the customer's needs.

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.

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

Who you are

• Motivated, driven, and eager to drive excellent customer service and customer growth.
• You have excellent communication skills (listening, rapport building, negotiation).
• A self-starter who is open to experimenting with different ways of working and adapting to change.
• You enjoy finding solutions to problems you come across rather than waiting on others to do this for you.
• You believe in Marshmallow's products and mission and are able to utilise your enthusiasm to influence customers positively.
• Eager to take on the challenges that come with a growing business.

What we're looking for from you

• We are seeking a candidate with a customer service/retention background.
  If you have worked explicitly in a Renewals, Cancellations or a Retention-based role, it would be a huge advantage
• If you have experience in a digital role involving live chat communication, that's a big plus.
• A goal-driven mindset and hunger to meet (or even better, exceed) targets.
  This will ideally be borne from experience in a customer service/customer facing-based role, your attitude and enthusiasm are more important than your CV.

Due to the nature of the role, 'out of hours' work will be required. Working as part of a team, you will need to be able to work 3 weekend days per month and 2 late shifts (2-9 pm HU time) per week, as defined by a rota. You will also be required to work occasional bank holidays.

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. 

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.

The Customer Retention Team 

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 customer retention team's key mission is to ensure that customers love us and stay with us as long as we can provide the best service possible. 

The team speaks to customers at two key lifetime events: policy 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 where we can grow the customer's accounts based on the customer's needs.

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.

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

,[Being a pivotal touchpoint for customers at policy renewal, speaking to them on live chat to understand their needs., Actively supporting customers to renew their policy or stay with us on the same or a different plan., Supporting customers who have requested to cancel, understanding why & providing solutions that help both the customer and Marshmallow. , Demonstrating the values of Marshmallow and why we are different, using your exceptional customer service skills to build rapport. , Understanding what the next best action for the customer is, be that a new feature, product, or a change in policy requirements., Identifying key trends and patterns in customer behaviour, feeding this back to the business to help drive change., Retaining our customer base, ensuring they stay with us as long as possible.] Requirements: Communication skills Additionally: Competitive bonus scheme, SZÉP card, Medicover Blue Package, Home office, Mental wellbeing support, Training budget, Flat structure, Small teams, International projects, Free coffee, Bike parking, Playroom, Shower, Free snacks, Free beverages, In-house trainings, In-house hack days, Modern office, Startup atmosphere, Free breakfast, No dress code.

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