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.

Please note we are not in a position to offer sponsorship and/or a visa for this position.

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 for approximately 5 hours a day, 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
• Ability to work 3 weekend days per month (with a day off in lieu), 1-2 late shifts (either finishing at 19:30 or 21:00 PM) per week, and occasional bank holidays (with a lieu day) as part of a rota.

Before applying, please read through our info guide about our process, shift patterns, and onboarding.

• 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 of 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 – weve got you covered!

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks

Our Process
We like to keep things simple and transparent. During our initial conversation, we’ll talk through two different selection process options and discuss which one would suit you best.

• Initial call with one of our Talent Acquisition team (20 mins)
• A short online exercise
• A technical & culture interview with two People from our Operations Team (60 mins)

OR

• Initial call with one of our Talent Acquisition team (20 mins)
• An in-person assessment center where you’ll take part in a few interactive tasks (half-day)

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