Customer Support Specialist

We exist to make migration easy.

A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.

A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.

If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

Move our mission, and your career, forward.

Be part of our Talent Pool in Budapest

Our Customer Operations, Claims, and Fraud teams are always growing in Budapest If you're interested in Marshmallow and would like to be part of our amazing community, register your interest and be part of our Talent Pool. By applying to this opportunity your data will be stored in our system so we can reach out to you once a suitable position comes up.

Our Customer Operations, Claims and Fraud teams

Providing customers with exceptional care is at the heart of everything we do at Marshmallow. We're on the frontline, working hard to provide an amazing experience to all our customers and we want to be the most accessible, efficient and knowledgeable customer service team in the insurance industry We believe there's always more to learn when it comes to supporting customers, ensuring the details of the policies, handling the claims process or retaining their loyalty so we're here to understand our customers' needs and ultimately act as the bridge between customer expectations and our commercial goals.

What you'll be doing

In the Customer Happiness Team

• Interacting with new and existing customers on a daily basis, solving their queries via live chat to provide an all-round great customer experience

• Keeping the TrustPilot score high and meeting individual targets related to quantity, speed, and accuracy

• Building up expert knowledge of our product, systems, and processes through comprehensive training, and using our internal knowledge base to fill any gaps in your knowledge

In the Customer Retention Team

• Speaking with customers via Live Chat whose policies are due to expire to explore whether they would like to renew for another year 

• Actively guiding and influencing customers to renew their Marshmallow policy, promoting the perks of doing so 

• Uncovering reasons why the customer is thinking of joining an alternative insurance provider

• Suggesting alternative policy types to make the level of cover more appropriate for the customer, recommending add-ons or subtly cross-selling other Marshmallow products

In the Fraud Validation Team

• Validating policy details and reviewing documents for signs of fraud or falsification to protect honest customers from inflated premiums

• Requesting supporting documentation to ensure all the information is correct

• Contacting customers via email regarding their documents or any necessary changes to their policy and providing excellent customer service

In the Claims Team

• Interacting with existing customers who have made a motor claim, solving their queries via live chat and email to provide an all-round great customer experience, 

• Keeping our TrustPilot score high and meeting individual targets related to quantity and quality

• Liaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the process

Working as part of some of these teams, you will need to be able to work a couple of weekend days per month and some late shifts (6-10pm) per week, as defined by a rota. You will also be required to work occasional bank holidays.

Who you are

• You are really passionate about the customer and will go that extra mile to offer them the best service

• You have a great eye for detail

• Working in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fast

• You enjoy taking complex issues and explaining them in an easy and understandable way 

• A self starter who can take ownership of their workload 

• You're selfless. You enjoy pulling together as a team and supporting your teammates

• You're excited about working in a company that really focuses on and believes in the importance of feedback

What we're looking from you

• No insurance experience is required

• Previous experience in customer-facing roles is essential (customer support, hospitality, B2C sales, etc…)

• Experience in a digital role involving live chat communication is a big plus

• Excellent written and verbal communication skills

• Attention-to-detail or analytical skills to solve problems

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 

Once a position opens - we break it up into 3 stages:

• Initial call with one of our Talent Acquisition team (30 mins)

• A short task

• A technical & culture interview with two People from our Operations Team mins)

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.

#LI-PT1

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.

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.