Customer Success Manager
•Easypost 2· 3h
🎧 Support⏰ Full-time📈 Mid Level💰 $49k-66k🇺🇸 Lehi, USA
3h ago
Marshmallow·about 5 hours ago
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.
This is a temporary opportunity and we are looking for people who are immediately available.
This temporary role will last for ~ 2 months with potential to be extended. You’ll be employed through an agency partner on an Agency Workers Contract for Services. This role will be paid £12.21 per hour plus holiday pay which will be accrued.
Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers.
We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.
Providing outstanding service when a customer makes a motor claim over the phone with Marshmallow, ensuring their needs are taken care of sensitively and effectively (e.g. liaising with our partners to ensure a seamless customer experience)
Collecting and recording accurate details from our customers, and asking questions to get a full and clear understanding of the circumstances of the claim
Verifying and monitoring claims received digitally, and following up with customers to ensure their needs are taken care of (inbound and outbound calling)
Comparing/validating information given by customers, and being alert to fraud concerns to ensure only genuine claims are progressed (escalating where necessary to our specialist fraud team)
Using liability assessment tools and case law to help establish liability
Selling the benefits of using claims services provided by Marshmallow to third party drivers, so we can organise their vehicle repairs and alternative vehicles as necessary
Using your initiative as well as various tools/databases to locate driver contact details
Shift patterns and hybrid working
We are hiring for full time and weekend shift only positions.
Full time shift pattern runs from 9am - 6pm, Monday to Sunday, with time off during the week provided when weekend shifts are worked.
The weekend shift pattern is a 9am - 6pm 2 day rotation on Friday, Saturday & Sunday only.
Please note that the shift pattern for full time and weekend is due to be reviewed early February and might change to rotational shifts between 8am & 8pm. Upon joining, you'll receive a two week onboarding training to set you up for success. Training is provided Monday - Friday.
The team attends the office regularly, with a minimum of 2 days in the office per month. These are usually on a Wednesday but that can change.
You are naturally empathetic and can put customers at ease during stressful situations
You have a polite and welcoming telephone manner
You are a quick learner and embrace change
You are organised and can be relied upon to get things done
You always seek ways to improve our processes
Excellent written and verbal communication skills
You will have experience in a customer facing role and know what brilliant customer service looks like
A solutions-focused mindset who always has the customer best interest at heart
Desirable: knowledge of motor claims processes
Desirable: experience dealing with customers that are vulnerable, aggrieved or distressed
Our Process:
A short online video and written exercise
A video interview with one of our Manager (30 mins)
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.