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.

Role Description
Post our Series B fundraising round, we opened an office in Budapest, Hungary. We are now looking for an outstanding candidate to join as a Lead in our Customer Operations team. You will be a core hire into the Budapest office and be an integral part of our growth there over the coming years.
As a Lead, you will be responsible for first hiring and then managing the day-to-day operations of a growing team of executives, whilst also helping us iterate our customer-facing and internal processes. We are looking for someone with proven leadership skills who will relish the challenge of working with leaders from across Marshmallow to strengthen and scale our Customer Operations function, setting us up for future growth.
Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. Please note, due to the nature of this role, some ‘out of hours’ work may be required.
We take a hybrid approach to work, where we spend at least 2 days a week in our new collaborative Budapest office, which is centrally located.
What you will achieve in your first 12 months at Marshmallow

• Further build out the customer operations team in Budapest with support from the UK-based team
  
• 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. You'll also be conducting quality assurance reviews and highlighting missed opportunities/areas for improvement
  

Who you are

• You enjoy working in a high-growth and targeted environment and are highly adaptable to change
  
• You have a proven ability to think strategically but are also able to get deep into the detail
  
• You are organised and can be relied upon to get things done
  
• You are patient and stay calm under pressure
  
• You are a self-starter who likes to take ownership
  
• You enjoy problem-solving and creating innovative solutions to complex problems
  
• You truly care about supporting and developing the people you manage
  

Essential experiences

• 5 years relevant experience with at least 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 it’s like to lead a team growing quickly
  
• Your CV demonstrates management experience in a commercial sales, retention or similar customer-facing environment
  
• Experience in hiring and scaling a team and an understanding of what good performance looks like
  
• Fluency in English
  

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
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)
  

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.