Customer Operations Team Lead

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.

Operations at Marshmallow  🌟

Marshmallow’s operations team works together to deliver an exceptional experience for our customers. We sit within three focused teams:

• Customer Operations (COps) have an ambition to provide the most accessible, efficient and knowledgeable customer service in the insurance industry. COps deal with thousands of queries each week and ensure our customers get quick and accurate answers, 7 days a week

• Our Claims team exists to help customers when they need us most. Newly formed, this team is the first point of contact for drivers who have had an accident, and it’s our aim to get them back on the road as soon as possible. We are committed to re-imagining the claims experience as we aspire to deliver a best-in-class service

• The Fraud team’s mission is to reduce the risk of fraud and protect the loss ratio, making sure that Marshmallow remains affordable for our customers. We are doing this by growing our talented team and using technology / systems to quickly identify and prevent fraud

Role Description 📖

We are looking for an outstanding candidate to join as a Lead in our Customer Operations 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 Customer Operations function, 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, whi