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Join Marshmallow to spearhead innovative financial solutions and drive customer happiness and retention for global migrants.
Overview
Salary No salary declared 😔
Location Budapest, Hungary - Hybrid
Nomad Friendly? 
Expires Expires at anytime
About Marshmallow
Marshmallow is a growing company aiming to revolutionise the financial sector for immigrants. We started by providing car insurance policies for over a million drivers and are now scaling beyond. Our ambition is to cater to the financial demands of the millions that migrate each year, building products specifically designed to meet their needs and improve their lives.
Role Summary
- This role requires leading Marshmallow's Customer Happiness and Retention teams during a transformative period.
- Evolving our service delivery to deliver outstanding customer outcomes and commercial results.
- Preparing for the future with an AI-enabled operation model.
Role Requirements
- Experience in managing customer-focused operations amidst significant changes.
- Responsibility for commercial and customer impacts.
- A history of preparing teams for structural transformations.
- An ability to provide leadership to mid-level managers and influence peers.
- Experience in B2C spaces, preferably in customer service or subscription-based models.
Application Process Details
- Initial 30-minute call with the Talent team
- 1 hour Cultural Fit Interview with the Customer Operations leadership team
- 1 hour Skills-Based Interview with the Director of Customer Care (Operations)
About Marshmallow: We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.
The Role: This new hire will lead Marshmallow’s Customer Happiness and Retention functions through a period of transformation — driving performance today while shaping a future-ready, AI-enabled operating model. This role is essential in evolving how we deliver exceptional customer outcomes and commercial impact across service, renewal, and cross-/upsell conversations. Customer Operations is on the front line of Marshmallow’s most important priorities: improving retention, delivering relationship-led service, and preparing for a multi-product future.
Job Requirements: Experience leading high-volume, customer-facing operations through complex change. Strong commercial and customer impact ownership. Track record of preparing teams for structural or tech-driven transformation (e.g. automation, AI). Ability to lead mid-level managers and influence cross-functional peers. Experience in B2C environments, ideally in customer service, retention, or subscription-based models.
Benefits: Flexi-office working, Learning and development budgets, Mental wellbeing support, Competitive bonus scheme, SZÉP card, Sabbatical Leave, Work From Anywhere, 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: We’ve streamlined our process into three stages: Initial Call – 30 minutes with Sam from our Talent team, Cultural Fit Interview – 1 hour with our Customer Operations leadership team, Skills-Based Interview – 1 hour with our Director of Customer Care (Operations). Due to the volume of applications, we may not be able to provide individual feedback for every applicant.
