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Customer Happiness Senior Team Lead



Posted 2 weeks ago


Join a company transforming the insurance industry for the better as a Customer Happiness Senior Team Lead at Marshmallow


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No salary declared 😔

icon Location

Budapest, Hungary

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Expires at anytime

Organisation summary: Marshmallow is a forward-thinking insurance company on a mission to provide fair prices and services for people who've moved to the UK. By focusing on those often overlooked by traditional financial services, Marshmallow is creating innovative solutions for underserved communities, making it an exciting time to contribute to a company that's making a real difference.

  • Role Summary:
    • Lead and scale the Customer Operations function alongside company leaders.
    • Directly manage Team Leaders and senior team members, coaching them to enhance their skills.
    • Collaborate with internal and external stakeholders to achieve success.
  • Role Requirements:
    • Proven management experience in customer service, ideally in front desk operations.
    • Experience in leading a team to meet ambitious service levels and targets.
    • Strategic thinker with the ability to dive into details.
    • Organized, reliable, patient, and calm under pressure.
    • Adept in problem-solving and innovating solutions to complex issues.
  • Benefits:
    • Flexible office working and a Work From Anywhere policy.
    • Personal budgets for professional development, books, and training courses.
    • Access to therapy, mental health sessions, and a competitive bonus scheme.
    • Healthcare package, gym membership or public transport pass, and social budgets.
    • Regular office lunches, snacks, and team social events.
  • Application Process Details:
    • Initial call followed by a take-home task.
    • Skill-based interview and an on-site culture interview.
    • Final coffee chat to ensure mutual fit.
    • Communication regarding interview invitations.

About Marshmallow We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. We serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

The Role As a Customer Happiness Senior Team Lead, you will be working with leaders from across Marshmallow to strengthen and scale our Customer Operations function. You will be collaborating with various internal and external stakeholders to set us up for success. You will be directly managing Team leaders and occasionally other senior individuals across the team. You will be responsible to manage and coach them, and to support them in the development of their knowledge and skills.

Job Requirements Your CV demonstrates management experience in a customer service environment, ideally in front desk operations. You’ve got experience in leading a team with set service levels and ambitious targets. You have a proven ability to think strategically but are also able to get deep into the detail. You are organised and can be relied upon to get things done. You are patient and stay calm under pressure. You enjoy problem-solving and creating innovative solutions to complex problems.

Benefits We offer Flexi-office working, personal budgets for books and training courses, access to therapy and mental health sessions, competitive bonus scheme, SZÉP card, Sabbatical Leave, Work From Anywhere policy, Medicover Blue package, All You Can Move membership OR Monthly BKK pass, monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

Application Details Our Process includes an initial call, take home task, a skill-based interview, an on-site culture interview and a coffee chat. We’ll let you know if you’re invited to an interview or not.


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