Customer Experience Associate

| Greater NYC Area
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Mulberry is disrupting a $40B insurance industry by providing omnichannel merchants a seamless plug-and-play platform from which to offer product insurance. We are growing rapidly and are looking for an established and eager Customer Experience Associate to manage process, communication, and data around our growing customer base.
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 (via live chat and inbound calls), and using data to build out consistent 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
  • Navigate customers through the use of our product and identify and troubleshoot technical issues that surface
  • Develop a thorough understanding of the product and identify gaps to improve workflow and interdepartmental communication
  • Be comfortable within a constantly-evolving business, to maintain efficiency and achieve operational excellence
  • Identify and track customer issues and complaints to ensure transparency and improve the customer experience

What We’re Seeking:
  • 2-3 years of experience in call-center customer service or in a customer-facing role
  • Strong verbal & written communication skills
  • Willingness to work together in a collaborative environment
  • Driven and ready for a challenge 
  • Passion for customer service and technology - a real people person
  • 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
  • Ability to problem solve in a high-pressure environment
  • Ability to take on multiple tasks simultaneously, while meeting and managing deadlines
  • Ability to take initiative
  • Willingness to work together in a collaborative environment
  • Driven and ready for a challenge 
  • Ability to multitask 
  • Great sense of humor!
  • Down-to-earth, engaging personality!

Nice-to-haves:
  • Experience working for a startup
  • Experience with Intercom or a similar bot/live chat platform
  • You’ve built out new systems, processes and/or methodologies that are still in use at current or past companies
  • Familiarity with the e-commerce and/or insurance spaces

Benefits and Perks:
  • Competitive Salary 
  • 1:1 ongoing training and career development with the Co-Founder, and all team members 
  • Equity
  • Full Benefits 
  • Unlimited Paid Time off
  • Gym on-site
  • Strong, vibrant, and fun culture, with lots of outings!
  • Unlimited snacks, pool table, and an awesome rooftop deck!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Styled ComponentsLibraries
    • FlaskFrameworks
    • MixpanelAnalytics
    • FullstoryAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • AirtableManagement
    • SalesforceCRM
    • SalesloftCRM
    • IntercomEmail
    • SendGridEmail

Location

250 Hudson Street , New York, NY 10013

An Insider's view of Mulberry Technology

What’s the vibe like in the office?

The Mulberry office is the epitome of work hard, play hard. Everyone is hands on in getting things done, all ideas are welcome and learning is always encouraged. But there’s always time for a laugh and they make sure we have plenty of opportunity to connect with each other and understand the “bigger picture” we contribute to.

Christine

Partner Success Manager

What does your typical day look like?

Mornings are for black coffee & reading. We start the day with creating new features while other times we address feedback. Being in a product-driven environment, I work in our customer application by constantly improving to provide polished & effective tooling. The team is great, we crack many jokes and have plenty of fun in our new challenges.

Eloy

Frontend Engineer

How does the company support your career growth?

I made the transition to the startup space two years ago. In the last two years, Mulberry has given me the opportunity to grow both personally and professionally. Furthermore, I have learned how to work in a fast-paced environment, work cross-functionally, and work with a diverse group of people.

Gina

Operations Associate

What is your vision for the company?

Mulberry is building the trust-layer for commerce. We help digital platforms grow loyalty (and revenue) by seamlessly embedding extended protection into their customer journey. With Mulberry, anyone can offer up to 10 year product insurance as an add-on online, while giving customers a best-in-class claims filing experience.

Chinedu

Founder & CEO

How do you empower your team to be more creative?

I have always believed that sales is an art first, a science second. While sales is metrics and strategy driven it also requires creativity to succeed. I push my team to rely on the facts but to always make sure they are asking themselves the “5 w’s” (who, what, when, where and why) to drive innovation.

Ashley

Co-founder & Head of Growth

What are Mulberry Technology Perks + Benefits

Mulberry Technology Benefits Overview

Here are some of the benefits + perks of working at Mulberry:
-Competitive Salary
-1:1 ongoing training and career development with the Co-Founder, and all team members
-Equity
-Full Benefits
-Unlimited Paid Time off
-Gym on-site
-Strong, vibrant, and fun culture, with lots of outings!
-Unlimited snacks, pool table, and an awesome rooftop deck!

Culture
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Promote from within
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