Customer Care Executive

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones. To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you. The Customer Operations Team Our Customer Care function delivers outstanding day-to-day service while managing critical conversations. By working as a single, cohesive team, we resolve queries efficiently, reduce churn, and increase the lifetime value of our customers. We combine human expertise with AI and automation to deliver fast, high-quality support. This allows our team to represent the human face of the Marshmallow brand, focusing their energy on the complex conversations where they can truly make the biggest difference. Please note we are not in a position to offer sponsorship and/or a visa for this position. WHAT YOU’LL BE DOING - Real-Time Support: Providing exceptional support via live chat, ensuring clear, empathetic, and professional communication. - Your Onboarding: This journey is designed to empower you through classroom sessions, coaching, and shadowing. - Broadening Your Impact: As you master the role, you’ll support the full customer journey, guiding them through their most critical moments. - Continuous Improvement: You’ll collaborate with cross-functional teams and work alongside senior agents and coaches to improve our internal processes. - Development & Performance: Working closely with your Team Leader, you’ll track your progress through CSAT scores, quality audits, and productivity metrics. WHO YOU ARE - Adaptable: You thrive in a dynamic start-up environment where change is the only constant. - Passionate & Empathetic: You are driven to deliver exceptional service and can simplify complex information for anyone to understand. - A Problem Solver: You ask the right questions before jumping to answers and stay calm under pressure. - Curious & Proactive: You aren't afraid to ask "silly" questions and you look for solutions rather than waiting for instructions. - Growth-Oriented: You are a team player who is open to feedback and eager to take ownership of your career path. WHAT WE’RE LOOKING FOR - Exceptional Communication: You have C1-level English skills and the interpersonal flair to collaborate across teams and resolve complex customer issues effectively. - Dynamic Task Management: You can prioritize and manage multiple tasks in a fast-paced environment, consistently meeting tight deadlines. - Efficient Digital Support: You’re a confident, fast typer capable of managing multiple live chats per hour with ease and accuracy. - Customer-First Mindset: You bring a commitment to providing exceptional service, ideally backed by previous experience in a customer-facing role. - Flexible Schedule: You’re comfortable working a rotating shift pattern (Monday to Friday with some evenings and weekends days per month), with no night shifts. Before applying, please read through our https://drive.google.com/file/d/1sOLMdXe5HvZ5mGVJI-WEf-Bv51_MX9eF/viewinfo guide https://getmarshmallow.notion.site/Customer-Operations-pack-2f7c6747c7338228b19181b951438a08?pvs=143 about our process, shift patterns, and onboarding. PERKS OF THE JOB - Bonus scheme designed to reward high per