How we work

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. 

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 four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them!

The Customer Loyalty Team

Providing customers with exceptional care is at the heart of everything we do at Marshmallow, so retaining their loyalty is a key driver in the future of our success. The Customer Loyalty Team is here to understand our customers’ needs; ultimately acting as the bridge between customer expectations and our commercial goals.

This is a brand new team which will naturally grow and evolve as our product portfolio expands. The focus of this team will initially be based around renewals, but may progress into other aspects of the customer journey such as cancellations.

By joining a start-up environment, we expect you’ll be excited by the prospect of 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.

What you’ll be doing

– Speaking with customers via Live Chat whose policies are due to expire.

– Exploring whether the customer would like to renew for another year or find insurance with another provider.

– Actively guiding and influencing customers to renew their policy.

– Promoting the perks of having a policy with Marshmallow (e.g. tech driven app, no lengthy call wait-times).

– Uncovering reasons why the customer is thinking of joining an alternative insurance provider.

– Suggesting alternative policy types to make the level of cover more appropriate for the customer.

– Recommending add-ons or subtly cross-selling other Marshmallow products.

– Identifying key trends and patterns in customer behaviour; feeding this back to relevant internal stakeholders.

Due to the nature of the role, some ‘out of hours’ work will be required. Working as part of a team, you will need to be able to work 2-3 weekend days per month and 1-2 late shifts (1-10pm) per week, as defined by a rota. You will also be required to work occasional bank holidays.

Who you are

– Motivated, driven, and eager to positively influence commercial aspects of the business, e.g. profit.

– You have excellent communication skills (listening, rapport building, negotiation).

– A self starter who is open to experimenting with different ways of working and adapting to change.

– You enjoy finding solutions to problems you come across rather than waiting on others to do this for you.

– You believe in Marshmallow’s products and mission, and are able to utilise your enthusiasm to positively influence customers.

– Eager to take on the challenges that come with a growing business.

What we’re looking for from you

– We are seeking a candidate with a Sales focused background. If you have specifically worked in a Renewals or Retention based role, this would be a huge advantage!

– If you have experience in a digital role involving live chat communication, this is a big plus.

– A goal driven mindset and hunger to meet (or even better, exceed!) targets. This will ideally be borne from experience in a Sales based role, but this isn’t essential. Your attitude and enthusiasm are more important than your CV!

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 – we’ve got you covered! 🚀

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