As a Customer Experience Associate at Mulberry, you will play a critical role in providing best-in-class support to our customers and will serve as the frontline in their interactions with our brand. A typical day will consist of responding to customer support emails, educating customers on our product, and using data to inform process and product improvements for a superior customer experience.
What You'll Do:

• Field inbound customer communication via multiple channels (chat, emails, social media, phone calls) and resolve customer requests with expediency
• Identify and track customer issues and complaints to ensure transparency and a best-in-class customer experience
• Keep abreast of Mulberry's various coverage offerings & partnerships, to quickly respond to customers' coverage inquiries
• Escalate technical and customer-flow issues to the Development and Product teams

What We're Seeking:

• 1-3 years of experience in a customer support role
• Weekend and flexible availability
• 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

Nice-to-haves:

• Experience with Intercom or a similar bot/live chat platform
• Familiarity with e-commerce, fintech, or insurance

Benefits and Perks:

• Competitive salary
• Equity in a rapidly growing Series B funded startup
• Medical, vision, and dental benefits
• 401k with company match
• Unlimited PTO (minimum 15 days off required)
• Paid sabbatical after 3 years of tenure
• 12 weeks paid parental leave
• Strong, vibrant, and fun culture, with lots of virtual outings!