Customer Operations Executive

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.

How we work

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. Everyone has a voice and the opportunity to make an impact.
And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into three tribes; Acquisition, Retention & Claims. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.
We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

Why this Role matters

As part of our Customer Operations team, you will be the primary contact for customers, delivering high-quality, personalised support across service, renewal, and upsell interactions. A comprehensive six-week training program—including shadowing, one-on-one coaching, and regular feedback—will equip you with the knowledge and confidence needed for long-term success.

The role is focusing on building strong relationships, improving customer retention, and ensuring a smooth experience even in vulnerable or complex situations. With a deep understanding of tone of voice, empathy, and active listening, you will help shape the way we support our customers in a fast-paced, performance-driven environment. You’ll use strong soft skills to support customers with complex needs, listening carefully and finding balanced solutions. While AI handles simple queries, you'll focus on personalised, human support—always putting the customer first.

The Customer Operations Team

We have two key functions within Customer Operations:

• Customer Happiness (CH): Focused on delivering outstanding service at every interaction, resolving customer queries efficiently and creating upsell opportunities in service-led contacts.

• Retention: Specialises in renewal and cancellation conversations, with a focus on reducing churn, increasing lifetime value, and driving renewal performance.

Together, these teams represent the human face of Marshmallow’s brand and will be pivotal in adapting to a future-state model where AI handles the simple and humans elevate the complex.

What you’ll be doing

• 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 for approximately 5 hours a day, 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.

• You’ll receive comprehensive training on handling complaints and supporting vulnerable customers, with a strong focus on identifying and addressing concerns with empathy and professionalism.

• You’ll be actively collaborating with cross-functional teams including Claims, Fraud, Quality Assurance, and Knowledge Management, while also working alongside senior agents, coaches (especially during probation period) and team managers.

Who you are

• Passionate about delivering exceptional customer service

• Adaptable and comfortable with change, thriving in a dynamic start-up environment

• Proactive in finding solutions rather than waiting for others to act

• Skilled at simplifying complex information for customers

• Curious and unafraid to ask questions—there’s no such thing as a silly one!

• A strong team player who enjoys supporting colleagues and collaborating to improve processes

• Open to feedback and eager to grow within a feedback-driven company

What we’re looking for from you

• Previous experience in a customer-facing role is desirable, particularly in online customer support or hospitality

• Excellent written and verbal English communication skills

• Ability to work 2-3 weekend days per month (with a day off in lieu), 1-2 late shifts (either finishing at 19:30 or 21:00 PM) per week, and occasional bank holidays (with a lieu day) as part of a rota.

Perks of the job

• 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!

Our Process

We break it up into a few stages:

• Initial call with one of our Talent Acquisition team (20 mins)

• A short online exercise

• A technical & culture interview with two People from our Operations Team (60 mins)

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.

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.