Customer Experience Manager

New York /
Operations /
Full-Time
Mulberry is disrupting a $40B insurance industry by providing omnichannel merchants a seamless plug-and-play platform from which to offer product insurance. We call NYC home and were founded by a team of executives who are passionate about e-commerce and building efficiencies through a customer-first outlook. Our platform not only drives revenue for brands, but also improves customer experience and trust in warranty programs. We are growing rapidly and are looking for an experienced and highly-motivated Customer Experience Manager to manage process, communication, data, and training around our growing customer base.

As Mulberry’s first dedicated Customer Experience Manager, you will play a critical role in streamlining our customer experience & processes, as well as in providing best-in-class customer support. A typical day may consist of: responding to customer support emails, chats & calls; claims management; research & reporting; developing internal training materials; drafting customer-facing articles; training retailers on Mulberry’s customer experience & claims workflows; and using data to consistently iterate on best practices for customer support

What You’ll Do

    • Field inbound customer communication via multiple channels (chat, emails, calls) and resolve customer requests with expediency
    • Identify and track customer issues and complaints to ensure transparency and an improved customer experience
    • Keep abreast of Mulberry’s various coverage offerings & retailer partnerships, to quickly respond to customers’ coverage inquiries 
    • Manage retailer-specific customer support & claims workflows 
    • Manage the claims process, from submission to resolution 
    • Build out training documentation for retailers & for the internal team 
    • Interface directly with Mulberry’s retailer partners on calls & trainings and via Slack & email
    • Build upon Mulberry’s internal & external SLAs, for improved customer experience, and track against internal CX KPIs 
    • Own retailer & underwriter customer & claims escalations
    • Use data in inform process & product improvements 
    • Own Intercom (Mulberry’s CX tool), including making Mulberry’s chatbots, saved replies, and knowledge base more robust 
    • Work cross-functionally with the Sales, Development, and Product teams 
    • Develop a thorough understanding of Mulberry’s product & offering and identify gaps to improve workflows

What We’re Seeking

    • 3-6 years of experience in a customer support role, preferably in a senior or team lead capacity 
    • Strong verbal & written communication skills
    • Passion for customer service and technology - a real people person
    • Experience working for a small team or startup
    • Experience working cross-functionally
    • Driven and ready for a challenge - able to take initiative
    • Empathetic, smart and ambitious
    • Technical, detail-oriented mindset, with the ability to analyze and synthesize data
    • Can-do attitude: no task is too small or too large
    • Strong organizational skills
    • Able to identify gaps and propose solutions
    • Able to multitask in a high-pressure environment, while meeting and managing deadlines
    • Down-to-earth, engaging personality
    • Great sense of humor!

Nice-to-haves

    • Experience with Intercom or a similar bot/live chat platform
    • Experience as a team lead or senior CX rep 
    • You’ve built out new systems, processes and/or methodologies that are still in use at current or past companies
    • Familiarity with e-commerce, fintech, or insurance

Benefits and Perks

    • Competitive salary  
    • Equity
    • Full benefits, including 401(k)
    • Unlimited PTO
    • Strong, vibrant, and fun culture, with lots of virtual outings!