---
title: 'Customer Care Executive at marshmallow'
canonical: 'https://feeny.ai/job/customer-care-executive-marshmallow-budapest-0vcfsdd2c5e3'
type: 'job'
last_seen: '2026-10-17'
---

# Customer Care Executive at marshmallow

- **Company:** marshmallow
- **Location:** Budapest, Hungary
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-13
- **Last confirmed live:** 2026-10-17
- **Apply:** https://jobs.ashbyhq.com/marshmallow/beb98aec-a226-4ae1-8d84-f08a6f4be675

## Job description

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.

This is a full time position and the start date for this role is the 30th of November.

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[info 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 performance
- Private healthcare with Medicare, mental health support with Oliva
- Personal learning budget and dedicated L&D time
- Monthly SZÉP card budget to spend as you choose
- 4 weeks Work From Anywhere per year

Salary: Starting from gross 600.000 HUF monthly. We determine compensation based on relevant skills, experience and role alignment. Candidates bringing significant additional experience, specialist expertise or highly relevant capabilities may be considered for a higher starting salary.

Our Process During our initial conversation, we’ll talk through two different selection process options and discuss which one would suit you best.

- Initial call with one of our Talent Acquisition team (30 mins)
- A short online exercise
- A technical & culture interview (60 mins)

Diversity of thought We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.

## About marshmallow

## Company Overview
- **One-liner**: Marshmallow is a fintech company that uses proprietary technology to offer fairer car insurance and other financial services to newcomers in the UK.
- **Entity Type**: Private (Series C, Unicorn status)
- **Headquarters**: London, England, United Kingdom
- **Founded**: 2017
- **Founders**: Alexander Kent-Braham and Oliver Kent-Braham

## Core Business
- **Primary industry/industries**: Fintech, Insurance (Car, Home), Consumer Finance
- **Target customers**: B2C – primarily newcomers to the UK who are underserved by traditional insurers
- **Mission or purpose statement**: "To make migration easy" by providing fair access to financial services for people who move countries.

## Products & Services
- **Car Insurance**: A data-driven car insurance product that prices based on a driver's global history, not just UK experience, offering fairer rates to newcomers. (Service)
- **Home Insurance**: An extension of their insurance offering, providing coverage for renters and homeowners. (Service)
- **Car Finance**: A lending product for car purchases, expanding their financial services ecosystem. (Service)

## Market Standing
- **Valuation/Market Cap**: Unicorn status (valuation over $1B) as of 2021; latest Series C in April 2025 at a valuation not publicly disclosed.
- **Key Metric**: Total funding of ~$228.8M (USD) across 8 rounds. Annual revenue estimated at $28.8M (USD).
- **Notable Investors/Partners**: Portage Ventures (lead, Series C), Passion Capital, Investec, SCOR, BlackRock, Columbia Lake Partners, Triple Point Ventures.
- **Growth Signals**: Turned profitable; doubled profit since 2023; 27% employee growth in 12 months; 50% female employees; expanded from car insurance into home insurance and car finance; 700+ employees; operates in 19 countries.

## Competitive Advantages
- **Proprietary Data & Pricing Models**: Uses its own technology to price risk based on a driver's global history, not just UK data, allowing it to serve a large, underserved market of newcomers that traditional insurers ignore or overcharge.
- **Mission-Driven Niche**: Focused exclusively on making migration easier, creating a strong brand and customer loyalty among a specific, growing demographic.
- **Full-Stack Fintech**: Has built its own technology stack from the ground up, giving it control over pricing, fraud detection, and customer experience, and enabling rapid expansion into new products (home insurance, car finance).

## Strategic Focus
- **Product Expansion**: Scaling beyond car insurance into home insurance and car finance, with a long-term goal of becoming a leading global financial services provider for migrants.
- **Geographic Growth**: Expanding its customer base and operational footprint, with offices in London and Budapest and employees across 19 countries.
- **Technology & Data**: Continuing to invest in proprietary data science and pricing models to maintain its competitive edge and enter new markets.

## Why Work Here
- **Culture & Values**: Described as low-ego, high-performance, and collaborative. Values include "autonomy and ownership," "relentless improvement," and "maximising impact, fast." Emphasis on collective success over self-interest.
- **Growth & Impact**: A fast-paced, high-growth environment (unicorn status, profitable, 27% employee growth in 12 months) with opportunities for significant ownership and career acceleration.
- **Flexible Working**: Flexible working policy; offices in London (The Featherstone Building, 66 City Road) and Budapest designed for collaboration.
- **Benefits**: Private healthcare (Vitality), mental health support (Oliva), cycle-to-work scheme, competitive bonus scheme, flexible benefits budget (Ben Mastercard), learning & training budgets, company socials, and 2 personal development days per year.
- **Engineering Culture**: Described as low-ego, high-performance, and collaborative. Teams have autonomy and ownership over their roadmaps. Focus on data science and proprietary tech.

## Sources
1. [marshmallow.com](https://www.marshmallow.com/jobs)
2. [marshmallow.com](https://www.marshmallow.com/our-story)
3. [linkedin.com](https://uk.linkedin.com/company/marshmallowltd)
4. [cbinsights.com](https://www.cbinsights.com/company/marshmallow-financial-services)
5. [otta.com](https://app.otta.com/companies/Marshmallow)

## Other roles at marshmallow

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- [Senior Operations Manager, Car Finance](https://feeny.ai/job/senior-operations-manager-car-finance-marshmallow-london-dgqqdbs2rn2x) — London, United Kingdom
- [Data Scientist (Credit) - Car Finance](https://feeny.ai/job/data-scientist-credit-car-finance-marshmallow-london-kg45mhz6dcgp) — London, United Kingdom
- [Complex Credit Hire Handler](https://feeny.ai/job/complex-credit-hire-handler-marshmallow-london-cgsmz432e3pe) — London, United Kingdom
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- [Staff Data Scientist](https://feeny.ai/job/staff-data-scientist-marshmallow-london-vvpbzvv6dhxc) — London, United Kingdom
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