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.

Role Description 📖
– You will be leading a team of up to 12 customer care executives, driving performance to achieve our business goals.
– Leading the team to deliver best-in-class customer service, nurturing agents to deliver meaningful conversations with our customers, meeting team KPIs.  
– You will be proactive in reviewing processes and thinking of new and more efficient ways to tackle these.

What youll be doing
– Nurture and develop a team of Customer Care Executives 
– Participate in the recruitment, induction, and development of staff.
– Build an excellent level of product knowledge and proactively drive improvements in service quality, leading to enhanced customer experience and business outcomes
– Suggest and support on process improvements/new initiatives across the department (and other departments) and facilitate team implementation where required.
– Measure, analyse and report on team performance and take appropriate steps to improve that performance
– Ensure regulatory and business standards are met.
– Guide agents on soft skills to retain and grow our customer base.

What you will achieve in your first 12 months at Marshmallow 
– Leading the day-to-day operations of a growing team of executives and ensuring we are on track to hit our ambitious KPI targets
– Managing and coaching team members, and supporting them in the development of their knowledge and skills
– Contributing to the setting of the team’s strategic goals, before initiating and overseeing changes that benefit our customers, teammates and the company
– Reviewing processes and recommending changes to help us scale more efficiently than ever before. Youll also be conducting quality assurance reviews and highlighting missed opportunities/areas for improvement

Who you are
– Solid experience in a similar team leader role in a fast-changing contact centre environment is highly desirable. 
– With resilience and a bias for action, you’ll love to work as part of a team.
– Proactive mindset, always thinking of ways to improve a process. 
– The ability to inspire and nurture employees to ensure they achieve their potential.
– Strong customer service mindset with commercial acumen.
– Desire to grow and develop with the business.

Essential experience
– 5 years customer service experience with at least 1-2 years in a managerial position
– You’ve got experience leading a team and coaching those you manage to achieve their goals
– You’ve experienced first-hand what its like to speak to customers.
– Experience in hiring and scaling a team and an understanding of what good performance looks like
– Fluency in English

Our Process
We break it up into 3 stages:

– Initial call with someone in the Talent team (30 mins)
– A skill-based interview where you will discuss your previous experience etc. with someone from the Operations Leadership Team (1 hour)
– A culture interview to check that your work style fits our processes and values (1 hour)

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