Customer Support Team Lead

5 days ago

Budapest, Budapest, Czech Republic Marshmallow Full time
  • 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, or similar
  • You truly care about supporting and developing the people you manage
  • You have a proven ability to think strategically but are also able to get deep into the detail
  • You are organised and can be relied upon to get things done
  • You are patient and stay calm under pressure
  • You enjoy problem-solving and creating innovative solutions to complex problems
  • You enjoy working in a high growth environment and are highly adaptable to change
  • You are a self-starter who likes to take ownership
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 four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. 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.

The Claims Team

We believe that the claims experience can be so much better in the insurance industry So, our mission is to deliver the most delightful and efficient claims experience to our customers.

Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer at all times to our customers.

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 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
,[Leading the day-to-day operations of a growing team of executives in our Claims Customer Live chat function, ensuring we are on track to hit our ambitious KPI targets, Contributing to the setting of the team's strategic goals, before initiating and overseeing changes that benefit our customers, teammates and the company, Reviewing processes and recommending changes to help us scale more efficiently than ever before. You'll also be conducting quality assurance reviews and highlighting missed opportunities/areas for improvement, You will be involved in certain projects across the operation already in your early stages, which will help you to learn more about the business and to build out a good network for yourself. Prior project management experience is not required but it's keen that you are open to be involved in these kinds of initiatives., You will be responsible for a high engagement score in your team by making sure communication is stable, they are being kept in the loop about organisational changes and they have space to share their opinions and ask questions.] Requirements: Customer relationship management, Team management Additionally: Sport subscription, Training budget, Flat structure, Private healthcare, International projects, Free coffee, Free snacks, Free beverages, In-house trainings, Modern office, Startup atmosphere.

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