Customer Operations Team Lead (Claims)

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 service.

Role Description 📖

We are looking for an outstanding candidate to join as a Lead in our Claims Customer Service - Live chat team. As a Lead, you will be responsible for managing the day-to-day operations of a growing team of executives, whilst also helping us iterate our customer-facing and internal processes. We are looking for someone with proven leadership skills who will relish the challenge of working with leaders from across Marshmallow to strengthen and scale our Claims function in Budapest, setting us up for future growth.

Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service.

Please note, due to the nature of this role, some ‘out of hours’ work may be required.

We take  a hybrid approach to work, where we spend at least 2 days a week in our new collaborative Budapest office, which is centrally located.

What you will achieve at Marshmallow 🤔

• 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.

Who you are 🙋

• 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

Experiences that are essential 🎓

• 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

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!

Our process

We break it up into 3 stages:

• Initial call with someone in the Talent team (30 mins)

• A skill-based interview where you will discuss your previous experience etc. with Zoe Burnett (1 hour)

• A culture interview with to check that your work style fits our processes and values (1 hour)

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.