Customer Happiness Coach (L)

Definitely not a sweet shop.

We're the tech company making insurance more accessible and more affordable for as many people as possible.

We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while polishing a 4.6 star Trustpilot score. But we’re just getting started.

Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries 🚀

If you're looking for a challenge, our next chapter is set to be an exciting one 🙌

How we work

We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.

For the inside scoop on our culture and what working at Marshmallow is like, have a read of our culture handbook 💕

Customer Operations at Marshmallow 🌟

We're on the frontline, working hard to provide an amazing experience to all our customers! We want to be the most accessible, efficient and knowledgeable customer service team in the insurance industry. There's always more to learn when it comes to supporting customers. So we encourage everyone in Customer Happiness to explore their areas of interest (whether that's Insurance Fraud, Claims, or anything in between!) to help fill in the team's knowledge.

Requirements

Role Description 📖

We are looking for an outstanding candidate to join as a Coach in our Customer Operations team. You will be one of the first few hires into the new Budapest office and be an integral part of the growth of the Customer Operations team over the coming years.

Working in a startup means that you have to be adaptable and excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. Please note, due to the nature of this role, some ‘out of hours’ work may be required.

We take a hybrid approach to work, where we spend at least 2 days a week in our new collaborative Budapest office, which is centrally located. The rest is up to you to decide based on what you need to succeed in your role. We also offer a “Work from Anywhere” program of 12 weeks a year.

You can find out about our culture and what working at Marshmallow is like here.

Core responsibilities:

Technical

• Develop an expert knowledge of all customer happiness agent tools (inc Agent Portal, Premfina, Checkout, Stripe, Athena etc) to support the team with technical queries and resolve escalated issues.
• Understand our products and processes to ensure the team’s knowledge base is continually updated.
• Utilise the tools and understand the data required to monitor team and individual performance and productivity.

Customer Service

• Actively demonstrate and promote the importance of delivering a high quality, fair and compliant service to our customers. Ensuring that the team follows our vulnerable customer and data protection standards.
• Politely and calmly deal with escalated customer queries, always enabling the best outcome for both the customer and Marshmallow.
• Use conversation auditing and feedback to enable your team to continually improve their standard of customer service in pursuit of our aim to be the best in the industry.

Leadership and stakeholder engagement

• Lead and facilitate daily standup meetings in your team (e.g. preparing agendas, ensuring effective participation and recognising achievements)
• Consistently provide feedback to members of your team, both in 121 catch-ups and as part of formal reviews
• Proactively identifying challenges, pain points and work with the team Lead to resolve them.
• Escalate queries to relevant internal and external third parties (e.g. tech/underwriting/premfina) where appropriate.

Organisation

• Monitor your personal and team member inboxes throughout the day to ensure customers are being responded to within our SLAs.
• Use our tools to ensure even workload distribution among the team.
• Proactively arrange cover for live chat shifts for teammates where needed and in line with the team capacity model.

Requirements

• 3 years relevant experience in the customer service space
• You’ve seen first hand what it’s like to be part of, or lead, a team growing quickly
• You’ve got experience leading a team and coaching those you manage to achieve their goals
• Your CV demonstrates management experience in a commercial Customer Service environment
• Experience of hiring & understanding of what good looks like
• Fluency in Hungarian and English

Benefits

• Competitive salary 💵
• Flexible remote working 🏠
• Stock options 👩‍👩‍👦‍👦
• Holiday allowance 🏖️
• SZÉP card
• Learning and training 📚
• Budget to help you set up working from home 🕑

Our process 🖊

We break it up into 3 stages:

Initial call with someone in the Talent team (45 mins)

A skill-based interview where you will discuss your previous experience etc. with someone from the Operations Leadership Team team (1 hour)

A culture interview with to check that your work style fits our processes and values (1 hour)

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.