Customer Support Specialist - Talent Pool

About MarshmallowWe build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.How we workWe’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 three tribes; Acquisition, Retention & Claims. 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 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 teamsProviding 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 doingIn the Customer Happiness TeamInteracting with new and existing customers on a daily basis, solving their queries via live chat to provide an all-round great customer experienceKeeping the TrustPilot score high and meeting individual targets related to quantity, speed, and accuracyBuilding up expert knowledge of our product, systems, and processes through comprehensive training, and using our internal knowledge base to fill any gaps in your knowledgeIn the Customer Retention TeamSpeaking 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 providerSuggesting alternative policy types to make the level of cover more appropriate for the customer, recommending add-ons or subtly cross-selling other Marshmallow productsIn the Fraud Validation TeamValidating policy details and reviewing documents for signs of fraud or falsification to protect honest customers from inflated premiumsRequesting supporting documentation to ensure all the information is correctContacting customers via email regarding their documents or any necessary changes to their policy and providing excellent customer serviceIn the Claims TeamInteracting 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 qualityLiaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the processWorking 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 areYou are really passionate about the customer and will go that extra mile to offer them the best serviceYou have a great eye for detailWorking in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fastYou 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 teammatesYou're excited about working in a company that really focuses on and believes in the importance of feedbackWhat we’re looking from youNo insurance experience is requiredPrevious 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 plusExcellent written and verbal communication skillsAttention-to-detail or analytical skills to solve problemsPerks of the jobFlexi-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 taskA 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 MarshmallowAt 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 policyWe 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.

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