Head of Customer Operations

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

Customer Operations is where our mission meets reality. We’re the team people turn to when they need clear answers and real support. Each interaction is a chance to make migration easier — not by following scripts, but by solving problems with empathy, clarity, and precision.

The pace is high and the challenges are unpredictable, so you’ll learn more here in a year than many do in three. We look for people who ask the right questions before jumping to answers, stay calm under pressure, and bring fresh thinking to improve how we work.

At Marshmallow, you’ll be trusted early, supported by a tight-knit team, and given space to take ownership. With modern tools, coaching, and clear paths for development, you’ll progress quickly through the early stages of your career — while making a real difference for our customers every day.

What You’ll Be Doing

• Lead CH and Retention through consistent delivery, capability uplift, and performance management

• Own renewal, CSAT, productivity, and upsell/cross-sell metrics

• Be accountable for how CH and Retention adopt Marsha (Agentic AI), working with Product and Ops Transformation to embed AI-led workflows, re-skill teams, and reshape frontline roles

• Work closely with QA, WFM, and Training to uplift consistency and team performance

• Work closely with Enablement functions to ensure performance data, training, QA and coaching processes actively support retention, CX, and commercial outcomes.

• Own the structural evolution of CH and Retention, delivering a recommendation for future-state design,  including team structure, role archetypes, and capability requirements by early 2026

• Actively shape future career paths, coaching capability, and agent readiness

• Champion the evolution of our frontline role archetypes and support the design of coaching and QA practices fit for an AI-enabled environment.

• Play a visible leadership role in the Customer Care and broader Customer Care SLT

Who We’re Looking For

• Experience leading high-volume, customer-facing operations through complex change

• Strong commercial and customer impact ownership: you’ve led improvements in retention, CX, and upsell

• Track record of preparing teams for structural or tech-driven transformation (e.g. automation, AI)

• Ability to lead mid-level managers and influence cross-functional peers

• Calm, pragmatic presence with a collaborative, low-ego leadership style

• Experience in B2C environments, ideally in customer service, retention, or subscription-based models

• Excited by the challenge of building operational maturity in a fast-scaling team with evolving systems, data, and structure.

Perks of the Job:

• Flexi-office working – Spend at least 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

• All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!

Plus a monthly team social budget, bi-weekly office lunches and office tea, coffee and snacks!

Our Process

We’ve streamlined our process into three stages:

• Initial Call – 30 minutes with Sam from our Talent team

• Cultural Fit Interview – 1 hour with our Customer Operations leadership team

• Skills-Based Interview – 1 hour with our Director of Customer Care (Operations)

Due to the volume of applications, we may not be able to provide individual feedback for every applicant.

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.