The Customer Operations Team

Our Customer Care function delivers outstanding day-to-day service while managing critical conversations. By working as a single, cohesive team, we resolve queries efficiently, reduce churn, and increase the lifetime value of our customers.
We combine human expertise with AI and automation to deliver fast, high-quality support. This allows our team to represent the human face of the Marshmallow brand, focusing their energy on the complex conversations where they can truly make the biggest difference.

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

What youll be doing:

• Real-Time Support: Providing exceptional support via live chat, ensuring clear, empathetic, and professional communication.
• Your Onboarding: This journey is designed to empower you through classroom sessions, coaching, and shadowing.
• Broadening Your Impact: As you master the role, you’ll support the full customer journey, guiding them through their most critical moments.
• Continuous Improvement: You’ll collaborate with cross-functional teams and work alongside senior agents and coaches to improve our internal processes.
• Development & Performance: Working closely with your Team Leader, you’ll track your progress through CSAT scores, quality audits, and productivity metrics.

Who you are

• Adaptable: You thrive in a dynamic start-up environment where change is the only constant.
• Passionate & Empathetic: You are driven to deliver exceptional service and can simplify complex information for anyone to understand.
• A Problem Solver: You ask the right questions before jumping to answers and stay calm under pressure.
• Curious & Proactive: You arent afraid to ask “silly” questions and you look for solutions rather than waiting for instructions.
• Growth-Oriented: You are a team player who is open to feedback and eager to take ownership of your career path

What we’re looking for from you

• Exceptional Communication: You have C1-level English skills and the interpersonal flair to collaborate across teams and resolve complex customer issues effectively.
• Dynamic Task Management: You can prioritize and manage multiple tasks in a fast-paced environment, consistently meeting tight deadlines.
• Efficient Digital Support: You’re a confident, fast typer capable of managing multiple live chats per hour with ease and accuracy.
• Customer-First Mindset: You bring a commitment to providing exceptional service, ideally backed by previous experience in a customer-facing role.
• Flexible Schedule: You’re comfortable working a rotating shift pattern (Monday to Friday with some evenings and weekends days per month), with no night shifts.

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

Perks of the job

• Bonus scheme designed to reward high performance
• Private healthcare with Medicare, mental health support with Oliva
• Personal learning budget and dedicated L&D time
• Monthly SZÉP card budget to spend as you choose
• 4 weeks Work From Anywhere per year

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

Our Process
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