Customer Operations Manager

1 week ago


Budapest, Budapest, Czech Republic Marshmallow Full time
About Marshmallow

We're a startup that's changing the insurance industry by providing fairer prices to those who need it most. Our mission is to deliver exceptional customer experiences, and we're looking for a skilled leader to help us achieve this goal.

We believe in empowering our team members to take ownership of their work and make decisions that benefit our customers and the company as a whole. We foster a culture of collaboration, open communication, and continuous learning.

Job Description

As a Customer Operations Manager, you'll be responsible for leading the day-to-day operations of our Claims Customer Live chat function. You'll ensure we're on track to hit our ambitious KPI targets, contribute to setting the team's strategic goals, and initiate changes that benefit our customers, teammates, and the company.

You'll review processes, recommend improvements, and conduct quality assurance reviews to identify areas for growth. You'll also be involved in various projects across the operation, which will help you build a strong network and learn more about the business.

Your focus will be on maintaining high engagement scores within your team by ensuring stable communication, keeping them informed about organizational changes, and providing opportunities for feedback and questions.

Key Responsibilities
  • Lead the day-to-day operations of the Claims Customer Live chat function
  • Contribute to setting the team's strategic goals and initiate changes that benefit customers, teammates, and the company
  • Review processes and recommend improvements to enhance efficiency and scalability
  • Conduct quality assurance reviews to identify areas for growth and improvement
  • Develop and maintain high engagement scores within your team through effective communication and feedback
Requirements
  • Customer relationship management
  • Team management
Benefits
  • Flexible office working arrangement (at least 2 days a week in our Budapest office)
  • Personalized learning and development budgets for books, training courses, and skill-building opportunities
  • Mental wellbeing support through Oliva
  • Competitive bonus scheme designed to recognize high performance
  • SZÉP card for meals, leisure, and accommodation expenses
  • Sabbatical leave after 4 years with the company
  • Work from anywhere flexibility (up to 4 weeks per year)
  • Medicover Blue package for top-notch healthcare services
  • All You Can Move membership or monthly BKK pass for fitness and commuting needs


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