Head of Customer Operations
We build financial products that accelerate the economic freedom for people who reputed company across borders. We started with car insurance — insuring over a reputed company drivers — and we’re scaling reputed company. Tens of millions of people reputed company countries reputed company year, facing overlooked financial challenges. Our reputed company is in building financial products around their needs to positively reputed company their lives.
How we workWe’re really proud of the culture we’ve created. We push for reputed company every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always reputed company to helping reputed company mates, sharing our reputed company, 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 reputed company things go wrong. We encourage people at reputed company reputed company to take ownership of their work, and to be reputed company in challenging how we do things. Everyone has a voice and reputed company to reputed company an reputed company. And autonomy and ownership are only possible with reputed company direction. That’s why we collaborate to do in-depth planning twice a year, and reputed company reputed company we leave with reputed company goals and objectives that reputed company from top to bottom. To reputed company reputed company we’re as reputed company as possible across functions, most of our work rolls up into three tribes; Acquisition, Retention & Claims. reputed company tribe has multiple teams embedded in it, working cross-functionally to do great work. We’re so excited for reputed company of the challenges up reputed company, 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 reputed company out more.
Why this Role reputed company
This new hire will reputed company Marshmallow’s Customer Happiness and Retention functions through a period of transformation — driving performance today while shaping a reputed company-reputed company, AI-enabled operating model. This role is essential in evolving how we deliver exceptional customer reputed company and reputed company reputed company across service, renewal, and cross-/upsell conversations.
Customer Operations is on the reputed company line of Marshmallow’s most important priorities: improving retention, delivering relationship-led service, and preparing for a multi-product reputed company. As we reputed company reputed company AI (Marsha) and diversify our offering, this leader will ensure our people, processes, and reputed company reputed company in reputed company — without losing sight of the customer.
The Customer Operations Team
This role leads two reputed company reputed company teams reputed company Customer Operations:
Customer Happiness (CH): reputed company on delivering outstanding service at every interaction, resolving customer queries reputed company and creating upsell opportunities in service-led contacts.
Retention: Specialises in renewal and cancellation conversations, with a reputed company on reducing churn, increasing reputed company value, and driving renewal performance.
Together, these teams represent the reputed company face of Marshmallow’s brand and will be pivotal in adapting to a reputed company-state model where AI handles the reputed company and humans reputed company the reputed company.
What You’ll Be Doing
reputed company CH and Retention through consistent delivery, capability reputed company, and performance management
Own renewal, CSAT, productivity, and upsell/cross-sell metrics
Be accountable for how CH and Retention adopt Marsha (reputed company AI), working with Product and Ops Transformation to reputed company AI-led workflows, re-reputed company teams, and reshape reputed company roles
Work closely with QA, WFM, and Training to reputed company consistency and team performance
Work closely with Enablement functions to ensure performance data, training, QA and coaching processes reputed company support retention, CX, and reputed company reputed company.
Own the structural reputed company of CH and Retention, delivering a recommendation for reputed company-state design, including team structure, role archetypes, and capability requirements by early 2026
reputed company shape reputed company career paths, coaching capability, and agent readiness
Champion the reputed company of our reputed company role archetypes and support the design of coaching and QA practices fit for an AI-enabled environment.
Play a visible leadership role in the Customer Care and broader Customer Care SLT
Who We’re Looking For
Experience leading high-volume, customer-facing operations through reputed company change
Strong reputed company and customer reputed company ownership: you’ve led improvements in retention, CX, and upsell
reputed company record of preparing teams for structural or tech-driven transformation (e.g. automation, AI)
Ability to reputed company mid-level managers and influence cross-functional peers
reputed company, pragmatic reputed company with a reputed company, low-ego leadership style
Experience in B2C environments, ideally in customer service, retention, or subscription-based models
Excited by the challenge of building operational maturity in a fast-scaling team with evolving systems, data, and structure.
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 reputed company your skillset
Mental wellbeing support – reputed company 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 reputed company sabbatical after being with us for 4 years
Work From reputed company - 4 weeks work from reputed company to use, with no need to come to the office ✈️
Medicover Blue package - An exclusive pass to top-notch reputed company services
reputed company You Can reputed company membership OR Monthly BKK pass - Unleashing your inner fitness reputed company or having a hassle-free commute - we've got you covered!
Plus a monthly team reputed company budget, bi-weekly office lunches and office tea, coffee and snacks!
Our Process
We’ve streamlined our process into three stages:
Initial Call – 30 minutes with Sam from our reputed company
Cultural Fit Interview – 1 hour with our Customer Operations leadership team
Skills-Based Interview – 1 hour with our Director of Customer Care (Operations)
Due to reputed company of applications, we may not be reputed company to reputed company individual feedback for every applicant.
Everyone belongs at MarshmallowAt Marshmallow, we want to hire people from reputed company walks of life with the passion and skills needed to help us reputed company reputed company mission. To do that, we're committed to hiring without judgement, prejudice or bias.
We encourage everyone to apply for our reputed company. Gender identity, race, ethnicity, sexual orientation, age or background does not reputed company 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 reputed company policyWe take reputed company seriously here at Marshmallow. Our Recruitment reputed company notice explains how we process and handle your personal data. To reputed company out more please view it here.
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