Customer Operations Team Lead

<h3><strong>About Marshmallow</strong></h3><p>We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.</p><p></p><h3><strong>How we work</strong></h3><p>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.<br/>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 three tribes; Acquisition, Retention &amp; Claims. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.<br/>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<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></p><p>Due to our continuously growing customer base, our Customer Operations is expanding rapidly. We are looking for talented colleagues to join our team!</p><p></p><h3><strong>Customer Retention Operations at Marshmallow 🌟</strong></h3><p>The customer retention team's key mission is to ensure customers love us and never leave by<em><strong> </strong></em>providing exceptional customer service.</p><p>Exceptional customer care is at the heart of everything we do at Marshmallow, so retaining their loyalty is a key to our future success. </p><p>The team speaks to customers at two key lifetime events: renewal and when they want to cancel. We are here to solve customers’ problems and provide tailored solutions, from negotiating premiums to ensuring the customer has the right level of coverage. </p><p>This is a growing team which is evolving as our product portfolio expands. The focus of this team is to retain customers &amp; identify any opportunities to grow or expand the customer engagement.</p><p>By joining a start-up environment, we expect you’ll be excited about moving fast and adapting to change. And whilst your main focus will be speaking with customers via Live Chat and email, like all roles at Marshmallow, we will encourage you to collaborate with your teammates to find the best solutions and improvements to our processes, setting us up for success.</p><p></p><h3><strong>Role Description 📖</strong></h3><p>You will be leading a team of up to 10 customer retention executives, driving performance to achieve our business goals.</p><p>Leading the team to deliver best in class customer service, nurturing agents to deliver meaningful conversations with our customers, meeting team KPIs.  </p><p>You will be proactive in reviewing processes and thinking of new and more efficient ways to tackle these.</p><p></p><h3><strong>What you'll be doing</strong></h3><ul><li><p>Nurture and develop a team of Customer Retention Executives </p></li><li><p>Participate in the recruitment, induction, and development of staff.</p></li><li><p>Build an excellent level of product knowledge and proactively drive improvements in service quality, leading to enhanced customer experience and business outcomes</p></li><li><p>Suggest and support on process improvements/new initiatives across the department (and other departments) and facilitate team implementation where required.</p></li><li><p>Measure, analyse and report on team performance and take appropriate steps to improve that performance</p></li><li><p>Ensure regulatory and business standards are met.</p></li><li><p>Guiding agents on soft skills to retain and grow our customer base.</p></li></ul><p></p><h3><strong>What you will achieve in your first 12 months at Marshmallow 🤔</strong></h3><ul><li><p>Leading the day-to-day operations of a growing team of executives and ensuring we are on track to hit our ambitious KPI targets</p></li><li><p>Managing and coaching team members, and supporting them in the development of their knowledge and skills</p></li><li><p>Contributing to the setting of the team’s strategic goals, before initiating and o