Customer Operations Executive

About MarshmallowWe 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 Customer Operations TeamCustomer Operations 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.We Have Two Key Functions Within Customer OperationsCustomer 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.What You’ll Be DoingProviding 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 ArePassionate about delivering exceptional customer serviceAdaptable and comfortable with change, thriving in a dynamic start-up environmentProactive in finding solutions rather than waiting for others to actSkilled at simplifying complex information for customersCurious 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 processesOpen to feedback and eager to grow within a feedback-driven companyWhat We’re Looking For From YouPrevious experience in a customer-facing role is desirable, particularly in online customer support or hospitalityExcellent written and verbal English communication skillsAbility 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 jobFlexi-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 servicesAll 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 ProcessWe Break It Up Into a Few StagesInitial call with one of our Talent Acquisition team (20 mins)A short online exerciseA 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 MarshmallowAt 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 policyWe 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.