Customer Operations Senior Lead

<h3><strong>About Marshmallow</strong></h3><p>We exist to make migration easy.</p><p>A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the <em>why</em>, dismantle assumptions, and always take action to build a better way.</p><p>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.</p><p>If life at Marshmallow sounds like it could be for you, explore our<a href="https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing" rel="noopener noreferrer" target="_blank"> Culture Handbook</a> to find out more.</p><p>Move our mission, and your career, forward.</p><h3><strong>Customer Operations</strong></h3><p>Customer 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.<br/>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.</p><p><br/>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.</p><p>As a Senior Team Leader of this function you’ll be managing Team Leaders, working together with key stakeholders including Product, Engineering, Data, Quality and Training. Your role will include taking part in process reviewal and efficiency projects, and you’ll be representing the operations in process- and pricing trials.</p><p></p><h3><strong>What you’ll be doing</strong></h3><ul><li><p>You’ll be collaborating with various internal and external stakeholders to set us up for success;</p></li><li><p>Building strong working relationships to ensure that together with our stakeholders and partners we deliver excellent customer service;</p></li><li><p>Directly managing Team leaders where you’ll be responsible to manage and coach them, and to support them in the development of their knowledge and skills;</p></li><li><p>Contributing to strategic goal setting before initiating and overseeing changes that benefit our customers, teammates and the company;</p></li><li><p>Reviewing processes and recommending changes to help us scale more efficiently than ever before;</p></li><li><p>You’ll be responsible for the monthly SLA and KPI metrics of your operation where you’ll be reporting delivery results to the Head of department, while leading actions for improvement;</p></li><li><p>You are running frequent 121 sessions with your reports making sure they’re receiving sufficient support and for you to be aware of any achievements and impacts;</p></li><li><p>You’ll have to hold presentations for the senior leadership team and to various stakeholders;</p></li><li><p>You’ll be responsible to define headcount requirement by working together with our stakeholders on longterm volume forecasting;</p></li><li><p>You’ll lead the hiring activities together with our Talent acquisition team;</p></li><li><p>You are responsible to keep your team’s engagement on a high level throughout the year;</p></li><li><p>You’ll be required to come up with ideas proactively which will support our growth and gaining us efficiency;</p></li><li><p><em>Please note, due to the nature of this role, some ‘out of hours’ work may be required.</em></p></li></ul><p></p><h3><strong>Who you are</strong></h3><ul><li><p>You have minimum 5 years of customer service experience, ideally in front desk/shared service operations;</p></li><li><p>You are adaptable and excited by the prospect of moving fast;</p></li><li><p>You have a stable technical experience and you’re able to easily learn new processes and products;</p></li><li><p>You have a proven commercial experience by working at a company/in a team selling any commercial products for consumers;</p></li><li><p>You have experience working together with Product teams;</p></li><li><p>You’ve got experience in leading a team with set service levels and ambitious targets;</p></li><li><p>You have a proven ability to think strategically but are also able to get deep into the detail</p></li><li><p>You are organised and can be relied upon to get things done</p></li><li><p>You are patient and stay calm under pressure</p></li><li><p>You enjoy problem-solving and creating innovative solutions to complex problems</p></li><li><p>You enjoy working in a high growth enviro