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Marshmallow
,
London, Greater London
Customer Operations Executive
Overview
Job Description
We're building a digital insurer of the future. We use machine learning, automation, our own technology stack and comprehensive data integrations to offer quicker, simpler and fairer insurance to customers. We're building the largest insurance company of our generation, and we've got a long way to go; we're a team of 50 backed by investors who have backed the likes of Spotify, Monzo, Adyen and others - and are looking to scale to over 80 people over the next 12 months. We're looking for someone who is excited by the opportunity to engage with our customers on a daily basis. You'll be on the front line offering above and beyond support to dozens of customers, to help us achieve our mission to make insurance more affordable, instant and inclusive. You can find out about our culture and what working at Marshmallow is like here. What you'll be doing * Talking directly and honestly with our customers over live chat and email, using your initiative to solve queries and provide a great customer experience * Building up your knowledge of our product, systems and processes through comprehensive training * Becoming a great teammate to the rest of Customer Operations team. In Marshmallow this means being reliable, supportive and sharing your knowledge * Proactively spotting patterns in the frustrations or hopes of our customers, identifying where we can change our processes, tools or product to make them happier * Making sure the rest of the company stays customer-focused and fixated on building the best insurer in the world Requirements Who you are * You are helpful and have a passion for giving a great customer experience * You are a quick learner and embrace change * You are proactive, organised and like to take ownership of problems * You are patient and stay calm under pressure * You have excellent written and verbal communication skills, as well as a strong attention to detail * You would enjoy working in a high growth / scaling environment Working as part of a team, you will need to be able to work up to 3 weekend days per month and 1-2 late shifts (5-9pm) per week, as defined by a rota. You will also need to work occasional bank holidays. Experiences that will help you succeed * You have previously worked in an online customer support role - ideally we are looking for someone who has experience speaking to customers using live chat and email * You can share examples where you used your amazing problem solving skills to great effect * You have worked as part of a team * 2.1 degree or higher Benefits * Competitive salary * Stock options * 33 day holiday allowance (inc bank holidays) * Pension * Health insurance * Cycle to work scheme * Learning and training * Flexible working * Monthly socials Logistics * Our process consists of a phone interview, you may asked to answer a few short video questions and a video interview, which will include a short written task. We will be communicative and transparent throughout * We will let you know if we are going to invite you to interview or not. However we are a small team so cannot provide feedback on your application * We are hiring for a start date in late June * Due to COVID-19 we are working remotely until at least September. You will be sent the equipment you need for a good set-up at home.