About Marshmallow
We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly.
We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.
We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.
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 or read our blog to find out more.
Customer Operations
You’ll be primarily supporting the Customer Happiness and Customer Retention Teams, and may sometimes be required to support other teams within the wider Customer Operations function (Complaints, Ops Support, Quality Assurance). Providing customers with exceptional care is at the heart of everything we do at Marshmallow, so ensuring their happiness and retaining their loyalty is a key driver in the future of our success.
By joining a scale-up environment and starting in a brand new role, we expect you’ll be excited by the prospect of moving fast and adapting to change. And whilst your main focus will be coordinating schedules and team workload to optimise our efficiency and workload management, like all roles at Marshmallow we will encourage you to collaborate with your teammates to find the best solutions and improvements to our processes, setting us up for success.
What you’ll be doing
You’ll be responsible for:
You’ll have sole responsibility for ensuring appropriate staffing within the Customer Happiness and Retention Teams, enabling our agents to deliver a great customer experience and reach our SLAs in the most efficient way possible
Monitoring daily inbound volumes and making necessary adjustments to ensure appropriate staffing on all shifts
Delivering monthly rotas (at least one month in advance) for both our UK-based and Hungary-based teams, optimising agent utilisation and maximising agent satisfaction by providing fair, flexible shift patterns
Using forecasts, data and knowledge of external activities and events (for example marketing initiatives and public holidays) to implement an optimal rota
Working closely with our data analyst to stay on top of trends and forecasts that may impact team capacity
You’ll have a strong understanding of our minimal daily/weekly L1 and L2 headcount to keep operations effective, and will be expected to communicate regular updates on this
In situations when our capacity and resource are insufficient, you’ll be responsible for implementing solutions, for example deploying specific resources to specific channels where needed, turning off a specific chat flow inbox
Working with tools including Assembled and Intercom as part of your day-to-day, including managing the relationship with our account managers, and helping us procure new tools as and when the need arises
Adapting and creating new scheduling solutions as we evolve our team structure and workflow management
Implement initiatives to maximise productivity with the resource we have and are forecasted to have, including changes to how we service our customers
Who you are
You have an analytical and data-driven approach to problem-solving
You’re able to work independently, prioritise your own workload and deliver to tight deadlines, whilst maintaining attention to detail and accuracy
You enjoy working with data and have a great eye for detail
You are a self-starter who is ready to take ownership of new processes
You are organised, have good planning skills, and can be relied upon to get things done
Working in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fast, and you’re able to prioritise and reprioritise with ease.
You’re proactive and use your initiative to find solutions
What we're looking for from you
Experience using a rota/workforce management tool (e.g. Assembled)
Experience using data analytics platforms (e.g. Looker)
Experience working with data and using Google Sheets
Experience in an online customer support role
Perks of the job
Flexi-office working – Spend at least 3 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
SZÉP card - Budget to spend on meals, leisure and accommodation
Plus a monthly team social budget, Office tea, coffee and snacks!
Our Process
We break it up into 3 stages:
A Video screen with one of the Talent Acquisition Team (25mins)
A Technical interview where we will discuss your previous and technical experience with our Director of Operations (1 hour)
A Culture stage Interview with a senior member of the business (1 hour)
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.
$ads={1}