DESCRIPTION

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About Marshmallow:

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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.

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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.

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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.

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What does the next 12 months look like for Marshmallow

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 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.​

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What you'll be doing...

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

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

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• Managing all customer support channels

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

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

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

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You should apply if..

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• You have 3+ years experience in startups

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• Experience in leading, and scaling a rapidly growing team

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

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We will be even more loved if you...

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• Have experience living in a foreign country

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• Have worked in a startup before

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

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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.

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Benefits

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• 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 🏥

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Logistics

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

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Our mission

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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.

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We’re growing - fast

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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.

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We’re building a London office that cares

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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.

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Check out our job page 

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