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  • Customer Support Specialist - Talent Pool Budapest
  • Marshmallow in Budapest, , Hungary
  • jobs
  • 1 week ago

jobs description

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly.

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit... profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

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! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

Be part of our Talent Pool in Budapest!

Our Customer Operations, Claims, and Fraud teams are always growing in Budapest! If you’re interested in Marshmallow and would like to be part of our amazing community, register your interest and be part of our Talent Pool. By applying to this opportunity your data will be stored in our system so we can reach out to you once a suitable position comes up.

Our Customer Operations, Claims and Fraud teams

Providing customers with exceptional care is at the heart of everything we do at Marshmallow. We're on the frontline, working hard to provide an amazing experience to all our customers and we want to be the most accessible, efficient and knowledgeable customer service team in the insurance industry! We believe there's always more to learn when it comes to supporting customers, ensuring the details of the policies, handling the claims process or retaining their loyalty so we’re here to understand our customers’ needs and ultimately act as the bridge between customer expectations and our commercial goals.

What you’ll be doing

In the Customer Happiness Team
• Interacting with new and existing customers on a daily basis, solving their queries via live chat to provide an all-round great customer experience
• Keeping the TrustPilot score high and meeting individual targets related to quantity, speed, and accuracy
• Building up expert knowledge of our product, systems, and processes through comprehensive training, and using our internal knowledge base to fill any gaps in your knowledge

In the Customer Retention Team
• Speaking with customers via Live Chat whose policies are due to expire to explore whether they would like to renew for another year
• Actively guiding and influencing customers to renew their Marshmallow policy, promoting the perks of doing so
• 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

In the Fraud Validation Team
• Validating policy details and reviewing documents for signs of fraud or falsification to protect honest customers from inflated premiums
• Requesting supporting documentation to ensure all the information is correct
• Contacting customers via email regarding their documents or any necessary changes to their policy and providing excellent customer service

In the Claims Team
• Interacting with existing customers who have made a motor claim, solving their queries via live chat and email to provide an all-round great customer experience,
• Keeping our TrustPilot score high and meeting individual targets related to quantity and quality
• Liaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the process

Working as part of some of these teams, you will need to be able to work a couple of weekend days per month and some late shifts (6-10pm) per week, as defined by a rota. You will also be required to work occasional bank holidays.

Who you are
• You are really passionate about the customer and will go that extra mile to offer them the best service
• You have a great eye for detail
• Working in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fast
• You enjoy taking complex issues and explaining them in an easy and understandable way
• A self starter who can take ownership of their workload
• You're selfless. You enjoy pulling together as a team and supporting your teammates
• You're excited about working in a company that really focuses on and believes in the importance of feedback

What we’re looking from you
• No insurance experience is required
• Previous experience in customer-facing roles is essential (customer support, hospitality, B2C sales, etc…)
• Experience in a digital role involving live chat communication is a big plus
• Excellent written and verbal communication skills
• Attention-to-detail or analytical skills to solve problems

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!

Our Process

Once a position opens - we break it up into 3 stages:
• Initial call with one of our Talent Acquisition team (30 mins)
• A short task
• A technical & culture interview with two People from our Operations Team (60-80 mins)

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.

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here
Budapest Hungary

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