Customer Service Agent (Live Chat)

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, 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 when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.
And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into three tribes; Acquisition, Retention & Claims. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.
We’re so excited for all of the challenges up ahead, 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 find out more.

Please note - internally, the job title used for this role will be Customer Happiness Executive.

Exceptional customer care is at the heart of everything we do at Marshmallow. Providing world-class service is key to building customer loyalty and ensuring retention.

Our Customer Operations teams support customers throughout their journey—from purchasing their first policy to managing adjustments, financial queries, and renewals. You will join either the Customer Happiness team (handling active policies, mid-term adjustments, and payments) or the Retention Ops team (assisting customers with renewals and potential cancellations). Your team placement will be determined during the interview process.

• Engaging with new and existing customers via live chat and email, ensuring a seamless experience in a fast-paced, ever-evolving environment.

• Meeting performance targets, including quality, volume of conversations, and customer retention, with continuous feedback for development.

• Identifying customer pain points and proactively suggesting process, tool, or product improvements to enhance efficiency.

• Collaborating with teams such as Underwriting, Claims, and Fraud to optimise the customer journey.

• Ensuring compliance with FCA guidelines in all customer interactions.

• Building expert knowledge of our products, systems, and processes, with access to internal resources for support.

• Identifying vulnerable customers and ensuring they receive appropriate support.

• Assisting in onboarding new team members through shadowing and mentoring, contributing to a culture of knowledge-sharing.

• Supporting colleagues by answering policy-related queries as needed.

• Passionate about delivering exceptional customer service.

• Adaptable and comfortable with change, thriving in a dynamic start-up environment.

• Proactive in finding solutions rather than waiting for others to act.

• Skilled at simplifying complex information for customers.

• Curious and unafraid to ask questions—there’s no such thing as a silly one!

• A strong team player who enjoys supporting colleagues and collaborating to improve processes.

• Open to feedback and eager to grow within a feedback-driven company.

• Previous experience in a customer-facing role is desirable, particularly in online customer support.

• Excellent written and verbal communication skills.

• Ability to work 2-3 weekend days per month (with a day off in lieu), 1-2 late shifts (6-9pm) per week, and occasional bank holidays (with a lieu day) as part of a rota.

• 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 further your skillset

• Mental wellbeing support – Access 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 paid sabbatical after being with us for 4 years

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office ✈️

• Medicover Blue package - An exclusive pass to top-notch healthcare services

• All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

• Initial call with one of our Talent Acquisition team (20 mins)

• A short online exercise

• A technical & culture interview with two People from our Operations Team (60 mins)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application.

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect 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.

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.