Customer Operations Executive

About Marshmallow 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.

The role The Customer Operations Team is where our mission meets reality. We’re the team people turn to when they need clear answers and real support. Each interaction is a chance to make migration easier — not by following scripts, but by solving problems with empathy, clarity, and precision. The pace is high and the challenges are unpredictable, so you’ll learn more here in a year than many do in three. We look for people who ask the right questions before jumping to answers, stay calm under pressure, and bring fresh thinking to improve how we work. At Marshmallow, you’ll be trusted early, supported by a tight-knit team, and given space to take ownership. With modern tools, coaching, and clear paths for development, you’ll progress quickly through the early stages of your career — while making a real difference for our customers every day.

Job requirements Providing real-time customer support via live chat, ensuring clear communication. Focusing on renewal-related inquiries during the first six months, helping customers understand and choose from their new policy options. After gaining deeper product and process knowledge, you will be trained to handle cancellation cases, where you will aim to understand customers’ reasons for leaving and proactively look for solutions to retain them. You’ll be handling live chat interactions, split into dedicated blocks to ensure time for follow-up, admin, and well-being breaks. You’ll be closely working together with your Team Leader to track performance, set goals, and receive coaching when additional support is needed. Your performance will be measured through Customer Satisfaction scores (CSAT), quality audits, and daily productivity metrics. You’ll also receive weekly insights into how many customers you successfully retained during cancellation conversations.

Benefits 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 of 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!