About the role
About Marshmallow We exist to make migration easy. A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why , dismantle assumptions, and always take action to build a better way. A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change. If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more. Move our mission, and your career, forward. 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 about our process, shift patterns, and onboarding. Perks of the job Flexi-office working – Spend 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 Plus team social budget, office tea, coffee, and snacks! 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) OR Initial call with one of our Talent Acquisition team (30 mins) An in-person assessment center (half-day) #LI-PT1 Everyone belongs at Marshmallow 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. Recruitment privacy policy 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 .