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.

Role Description 📖
– You will be leading a team of up to 12 customer retention 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 Retention 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 experiences 🎓
– 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
-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 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!