Customer Care Executive

Customer Care Executive 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 https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing to find out more. Move our mission, and your career, forward. The Customer Operations Team Customer Operations is where our mission meets reality. We deliver consistent, high-quality outcomes and ensure compliance while helping customers navigate everything from daily queries to pivotal policy decisions. In this role, every conversation matters. This is an environment built for continuous learning. You’ll have the opportunity to develop your skills rapidly by asking the right questions, staying composed under pressure, and bringing fresh thinking to help us transform how we work. We value curiosity as much as we value solutions. At Marshmallow, you’ll be trusted early and backed by a tight-knit team. With modern tools, coaching, and clear development paths, you’ll be given the space to take ownership and progress through the early stages of your career—all while making a tangible difference for our customers every day. 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. In this model, technology handles the routine, while our people elevate the experience for every customer. 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. You’ll start with dedicated training to master our core processes as you learn to navigate the customer journey with confidence. - Broadening Your Impact: As you master the role, you’ll support the full customer journey, guiding them through their most critical moments. You’ll play a direct role in our commercial success and long-term business growth. - Continuous Improvement: You’ll collaborate with cross-functional teams (Claims, Fraud, QA, and Knowledge Management) 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. You’ll also receive specialist training on supporting vulnerable customers and handling complex complaints. 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 t ... (truncated, view full listing at source)