Customer Success Associate
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 Success Associate to manage process, communication, and data around our growing customer base.
As a Customer Success 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:
1-3 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!