Head of Customer Happiness

Marshmallow is a purpose-driven, technology first insurer and we were set up to help the most underserved portion of the insurance market - foreign-born drivers.

We've built our own pricing algorithm and use new data sources to understand the risk of someone from a foreign country meaning that we can lower the cost of insurance for a huge portion of the 3.5 million drivers who were born outside of the UK.

The primary responsibility of this role is to engage with customers, build our customer service processes, drive a culture of customer-centricity, drive product roadmaps with your in-depth understanding of our consumer base, and build a world-class customer service team.

But, we're also a startup which means you will be involved in more than just customer service and you can expect to be involved in user testing, inputting on business strategy, and inputting on marketing strategy.

What type of company are you joining? 


We don't believe in strict hierarchy where only the top of the funnel make decisions - corporates do that. Instead, we are building a company of the future where everyone is a decision maker. There is no micro-management, but you will be part of a team where everyone is exceptional, smart and collaborative - so you can expect a lot of support!

What experience do you need? 

1+ years Customer service experience, ideally in a startup 
Experience with intercom, zendesk, zapier 
Huge amounts of empathy and the ability to live in the customer's shoes 
A passion for technology 
A drive to provide a world-class service

Benefits:

Long term packages

 
- We want you to own the work you do and own some of the company you work in meaning all employees get options in Marshmallow. 


- Everyone at Marshmallow has the opportunity to join a pension scheme.

 

Learning & development 


- If you want to go to a conference or start learning a new coding language then we'll be behind you. 


- Everyone who joins gets a Kindle with Kindle Unlimited on the company.

 

Flexibility 


- There's no one size fits all approach to work and we will support you in learning what work-schedule works for you. 
- We offer 33 holiday days including bank holidays.

Other Perks 


- We have breakfast together every Thursday. 
- Every month we go on a company-wide trip ranging from Escape Games to Crazy Golf.

Marshmallow Values 


- We put our customers first 
- We believe in continuous learning 
- We love being open and honest with each other 
- We're data-driven.

To build the best insurance company in the world, we need the best people in the world.

When people are empowered they will deliver incredible results, when people collaborate work becomes fun and progressive, and when there is an environment that supports personal development we will improve as a company every day.

If you are looking for a new challenge, where you will be influential, creative and autonomous then join us :)

Customer Happiness
Salary: £25 - £35,000 + %
Market: FinTech
Company size: 1-10
Stage: Rapid Growth - Same investors as Spotify, Snapchat, Monzo 
Founded: 2016
With
The
Highlights
Job title:
Customer Happiness
What they do: 
 
Marshmallow is a purpose-driven, technology first insurer and we were set up to help the most underserved portion of the insurance market - foreign-born drivers.
At Marshmallow, we believe that the old will get disrupted by the new. Insurance has been untouched by technical innovation, and that's about to change.
Location:
London
What you'll do: 
 

The primary responsibility of this role is to engage with customers, build our customer service processes, drive a culture of customer-centricity, drive product roadmaps with your in-depth understanding of our consumer base, and build a world-class customer service team.

But, we're also a startup which means you will be involved in more than just customer service and you can expect to be involved in user testing, inputting on business strategy, and inputting on marketing strategy.

Full Description
What's next?
Chat with your Relationship Manager.
 
Ask any questions you may have.
Interested?
They will guide you through the process.
Not quite the one for you?
They will explore other options for you that may be a better fit for you.