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Join Marshmallow and champion customer happiness in a role that values progress and creativity
Overview
Salary No salary declared 😔
Location London, UK
Expires Expires at anytime
Marshmallow is revolutionizing the insurance industry with a keen focus on fairness and support for those relocating to the UK. By understanding and addressing the unique needs of often overlooked individuals, Marshmallow has made it their mission to provide exceptional service and create a more inclusive financial landscape.
Role Summary:
- Engage daily with both new and existing customers through live chat and email.
- Resolve customer queries and enhance their overall experience.
- Identify patterns in customer feedback to improve processes, tools, and products.
Role Requirements:
- A passionate, customer-first attitude with a willingness to go the extra mile.
- Proactive problem-solving skills.
- Ability to simplify complex issues for easy understanding.
- Experience in customer-facing roles, preferably online support.
- Strong written and verbal communication skills.
Application Process Details:
- Initial one-way online interview and task (30 minutes).
- Technical & culture interview with a Team lead (30 minutes).
- Notification of interview selection, without individual application feedback due to high volume.
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. We believe that our future is helping these people by learning about their experiences, and building our company around their needs.
The Role As a Customer Happiness Executive, you will be interacting with new and existing customers on a daily basis, solving their queries via live chat and email to provide an all-round great customer experience. You will be proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to improve our ways of working and improve the customer experience.
Job Requirements You are really passionate about the customer and will go that extra mile to offer them the best service. You enjoy finding solutions to problems you come across rather than waiting on others to do this for you. You enjoy taking complex issues and explaining them in an easy and understandable way. Previous experience in customer-facing roles is desirable. If you have experience in an online customer support role this is a big plus. Excellent written and verbal communication skills are required.
Benefits 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.
Application Details Our Process We break it up into 3 stages: A one-way online interview and task (30 minutes) A technical & culture interview with one of our Team leads (30 minutes) 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.
