Head Of Customer Operations
with Marshmallow
At a glance
We're building a smart, digital insurer of the future to help us achieve our mission of helping everyone have equal access to fair financial products.
Salary: Up to £40,000 basic + equity 
 
Market: FinTech / InsurTech
Stage: Hyper Growth
Company size: 20+
Office: Aldgate, London
Founded: 2017
Website > https://www.marshmallow.com/
Highlights
The
Job title:
Head of Customer Operatoins / Experience
Company:
Marshmallow
What they do: 

 

Marshmallow builds financial products for people who live in a foreign country. We have started by offering them car insurance saving people thousands of pounds every day, and this is just the start. We're building a smart, digital insurer of the future to help us achieve our mission of helping everyone have equal access to fair financial products.

What you'll do: 
 

The primary responsibility of this role is to manage the customer operations team to make sure that every interaction a customer has with us is enjoyable, we are always customer centricity, and that we are always progressing towards further automation.

Growth potential: 
 

We will be a team of 50+ of the highest achievers across technology, product, design and financial services - hellbent on creating the most customer centric insurance and financial products in the world, offering the best customer experience out of any insurer, helping hundreds of thousands of people achieve savings across a number of insurance products.

You will have the opportunity to really build a fast career in an amazing startup environment who will grow rapidly in a few short years. 

Full Job Description

DESCRIPTION

About Marshmallow:

We're building a smart, digital insurer of the future to help us achieve our mission of helping everyone have equal access to fair financial products. We're a small team backed by investors who have backed Spotify, Monzo, Adyen and others. Following our successful launch earlier this year we are now scaling - FAST.

To build an insurer that can compete with huge multi-billion dollar monsters such as Axa, Allianz, and Direct Line we need customer centric, and awesome customer operations 💪. You'd be joining a team that have worked at billion dollar fintechs such as Transferwise & Monzo, and large insurers such as Admiral and Zurich.

The primary responsibility of this role is to manage the customer operations team to make sure that every interaction a customer has with us is enjoyable, we are always customer centricity, and that we are always progressing towards further automation.

What does the next 12 months look like for Marshmallow

 We will be a team consisting of 50+ of the highest achievers across technology, product, design and financial services - hellbent on creating the most customer centric insurance products in the world. These products will save our in-need customer's tonnes of money - as we expect to be 10* more efficient than incumbents due to bots and automation. You can expect to work in a team that delivers products, features and improvements continuously and with urgency. Our long-term advantage will help us expand to other European countries helping us serve millions of people.​

What you'll be doing...

  • Talking with our customers, developing a deep understanding of what international communities really want from a fairer, tech insurer

  • Building the best customer support team in the industry, including hiring, training and supporting the team as it grows

  • Managing all customer support channels

  • Being the ultimate voice of truth on whether we're achieving our high standards on customer service

  • Owning continuous improvement of processes, procedures and knowledge management in the customer operations team

  • Making sure the rest of the company stays customer-focused and fixated on building the best insurer in the world

You should apply if..

  • You have 3+ years experience in startups

  • Experience in leading, and scaling a rapidly growing team

  • You have huge amounts of empathy and the ability to live in the customer's shoes

We will be even more loved if you...

  • Have experience living in a foreign country

  • Have worked in a startup before

  • Can clearly articulate customer centric strategies that have worked and that you want to implement

We're looking for people who love to learn and continuously push themselves. We hire smart thinkers who are comfortable making decisions in their areas of expertise and who think 'how might this work' rather than 'why might it fail'.

 

We want to push the boundaries of insurance and technology so look for ambitious people who take rigorous steps to accomplish the impossible.

Benefits

  • Competitive salary 💵

  • Stock options 👩‍👩‍👦‍👦

  • Working from home 🏠

  • Monthly Socials 🎉

  • 32 day holiday allowance (inc bank holidays) 🏖️

  • Pension 👵🏽

  • Cycle to work scheme 🚴‍♂️

  • Unlimited books 📚

  • Equipment you need to get the job done 💻

  • Weekly knowledge sharing presentations 💡

  • Friday all-hands with snacks 🎥

  • Learning and training supported ✍️

  • Fruit and snacks in the office 🍓

  • Health insurance 🏥

Logistics

  • Our process consists of a phone interview and a few hours onsite. We will endeavour to be communicative and transparent throughout :)

Our mission

Marshmallow builds financial products for people who live in a foreign country. We have started by offering them car insurance saving people thousands of pounds every day, and this is just the start. We are embracing technology to build a multi-product finance company that serves millions of underserved across multiple countries. This will help us achieve our mission to help everyone have equal access to fair financial products.

We’re growing - fast

Since we launched last year we've grown fast, but we are only a small team and have 99% of the work ahead of us. That means you have an opportunity to improve financial services for the millions of people who live in a foreign country.

We’re building a London office that cares

We foster a culture on people being trusted and being given the opportunity to make a big impact. We can do this as we hire exceptional individuals and then support then in their journey to become a better individual and contributor.

We believe in open and transparent communication. Meeting notes are religiously captured and shared, and you'll be encouraged to comment and critique decisions up and down the company. Decisions will sometimes be wrong, but we're unfased as we believe in learning from our mistakes and everyone really is allowed to fail.

Check out our job page 

How to apply...

Full managed

 

We take care of the entire process for you so we can manage and remove poor experiences like ghosting, no feedback, no updates and so on  🙌

 

All you have to do is let your Relationship Manager know you’re interested, ask them any questions you have and they will take care of the rest.

Straight to the front

From there, what’s next is super simple  😇

If you like the initial sound of the company/ role. We then act as your “in” with them and set up an initial phone chat with you and the Hiring Manager there. 

 

The chat will be pretty informal and should only last 10-15 minutes - It's a fact find for both of you. 

 

More than prepared 

 

Before the call we will send you EVERYTHING you'll need to know about the company / who they are looking for / format of the call and so on. 

 

You will be fully prepared and know what to expect at every stage 😀