Customer Experience Manager at Mulberry Technology

| 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 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!
 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • 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
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Promote from within
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