Customer Happiness Executive - part time (20hrs)

About Marshmallow

We exist to make migration easy.

A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.

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.

If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

Move our mission, and your career, forward.

The Customer Operations Team

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.

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.

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.

We have two key functions within Customer Operations:

• Customer Happiness (CH): Focused on delivering outstanding service at every interaction, resolving customer queries efficiently and creating upsell opportunities in service-led contacts.

• Retention: Specialises in renewal and cancellation conversations, with a focus on reducing churn, increasing lifetime value, and driving renewal performance.

Together, these teams represent the human face of Marshmallow’s brand and will be pivotal in adapting to a future-state model where AI handles the simple and humans elevate the complex.

What you’ll be doing

• Providing real-time customer support via live chat, ensuring clear communication.

• Focusing on renewal-related inquiries during the first six months, helping customers understand and choose from their new policy options.

• After gaining deeper product and process knowledge, you will be trained to handle cancellation cases, where you will aim to understand customers’ reasons for leaving and proactively look for solutions to retain them.

• You’ll be handling live chat interactions, split into dedicated blocks to ensure time for follow-up, admin, and well-being breaks.

• You’ll be closely working together with your Team Leader to track performance, set goals, and receive coaching when additional support is needed.

• Your performance will be measured through Customer Satisfaction scores (CSAT), quality audits, and daily productivity metrics. You’ll also receive weekly insights into how many customers you successfully retained during cancellation conversations.

• You’ll receive comprehensive training on handling complaints and supporting vulnerable customers, with a strong focus on identifying and addressing concerns with empathy and professionalism.

• You’ll be actively collaborating with cross-functional teams including Claims, Fraud, Quality Assurance, and Knowledge Management, while also working alongside senior agents, coaches (especially during probation period) and team managers.

Who you are

• Passionate about delivering exceptional customer service

• Adaptable and comfortable with change, thriving in a dynamic start-up environment

• Proactive in finding solutions rather than waiting for others to act

• Skilled at simplifying complex information for customers

• Curious and unafraid to ask questions—there’s no such thing as a silly one!

• A strong team player who enjoys supporting colleagues and collaborating to improve processes

• Open to feedback and eager to grow within a feedback-driven company

What we’re looking for from you

• Previous experience in a customer-facing role is desirable, particularly in online customer support or hospitality

• Excellent written and verbal English communication skills

• We operate in shift patterns<