Director of Customer Experience

| Greater NYC Area
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Mulberry is disrupting the $50B product insurance industry with consumer-first product protection solutions built for ecommerce. Mulberry’s browser extension allows consumers to get free and affordable protection plans wherever they shop online, and retailers can embed protection offers seamlessly into their shopping experience to increase customer engagement and revenue. We are passionate about helping more consumers shop confidently, protecting their favorite products without the crazy markups and fine print gotchas all too common in the insurance industry. We are headquartered in NYC but have a hybrid office environment with teammates all across the US.

Mulberry is hiring for a Director of Customer Experience to lead a world-class CX team that will help to transform how product protection is sold and serviced. As the Director of Customer Experience at Mulberry, you will be working with a close-knit team with deep experience building financial products for e-commerce.

What You’ll Do:

  • Handle all interviewing and hiring for the CX team, supporting all Mulberry consumers in general support inquiries and claims management
  • Collaborate closely with the Assurance team to ensure loss ratios are healthy and claims processes are diligent and consistent across our portfolio of coverage programs and retailers
  • Manage the day to day of the CX team, including 1:1’s with all team members, cross-functional collaboration with Product, Engineering, Assurance, Partner Success, and Sales, and representing the CX team in leadership forums
  • Aggregating all consumer feedback to pass through the appropriate internal channels
  • Own the technology stack and process flows related to the operations of the CX team, including ZenDesk and adjudication best practices
  • Constantly mine for opportunities to refine CX processes and best practices to drive a better experience for customers, a more efficient CX operation, or both
  • Own customer advocacy goals, including generating customer reviews and testimonials
  • Own the positive outcomes and stellar experience of our customers
  • Own Mulberry’s CX goals and SLAs, including but not limited to CSAT, response times, resolution times, and claims cycle times
  • Co-own the relationships with our repair network partners with our Assurance team, leaning in on all aspects around customer handoffs, claims processing, etc
  • Strive to build and scale a world-class customer experience team

Qualifications:

  • Minimum of 5 years working in customer support or customer experience, or a related function
  • Minimum of 2 years leading a customer support or customer experience team
  • Minimum of 2 years of direct management experience, managing a team of 5 or more ICs
  • Experience working in eCommerce and/or insurance a plus
  • Experience as a ZenDesk administrator a plus
  • Experience working in a high-growth, agile environment
  • Previous experience setting and owning CX KPIs (i.e. CSAT, SLAs, etc)
  • BA/BS degree in a related field, or equivalent experience

Ideal candidates will possess:

  • High EQ and excellent communication skills
  • Ability to work independently as well as part of a team
  • Extremely proactive problem solver, detail-oriented, with strong follow-through
  • Humble, coachable, and high self-awareness
  • Highly agile and flexible, comfortable in an ever-changing environment, comfortable with ambiguity
  • Passion and interest in building incredible customer experiences via technology
  • Relentless motivation to always improve, optimize, and drive greater outcomes
  • Data-driven decision maker
  • Customer-centric attitude

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!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • Apache AirflowFrameworks
    • Neo4jDatabases
    • RedisDatabases
    • MixpanelAnalytics
    • FullstoryAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • AirtableManagement
    • SalesforceCRM
    • SalesloftCRM
    • SendGridEmail

Location

New York, NY 10003

An Insider's view of Mulberry Technology

How does your team reward individual success?

At Mulberry we use HeyTaco to celebrate individual achievements in a public Slack channel called #taqueria When giving a taco to another team member, we include relevant company values as hashtags. Gift cards are awarded to the two people who give and receive the most tacos each month.

Ley Ley

Sales Operations Manager

What does your typical day look like?

My typical day at Mulberry varies depending on the sprint. Discussing product requirements, implementing new features, doing code reviews, and mentoring other engineers are some of the several tasks I take on during my day here. Working with some of the brightest individuals is something that I look forward to everyday.

Waleed

Sr. Software Engineer

What are some things you learned at the company?

Coming into a scaling startup, I wanted to understand how sales insights drive product/content strategy, and I’ve definitely had the mentorship here to do so. From enterprise sales to understanding e-commerce, joining the Mulberry team has been a great way to gain expertise with fresh industry verticals, buyer personas, and business challenges.

Kate

SDR Manager

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

What projects are you most excited about?

.

Jaleh

VP, Finance

What are Mulberry Technology Perks + Benefits

Mulberry Technology Benefits Overview

Creating a great employee experience includes supporting employees with benefits that matter. Here are just a few highlights of the benefits we offer:

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)
Remote/Hybrid Office
Home office budget for all employees
12 weeks paid parental leave
Paid sabbatical after 3 years of tenure
Strong, vibrant, and fun culture, with lots of virtual outings!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Mulberry has a culture council that comes together bi-weekly to plan and execute company-wide events that promote our values and culture. Most recently we hosted a game night!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Highly diverse management team
Mulberry is a minority owned business with an incredibly diverse leadership team. 72% of our leadership is from underrepresented backgrounds. D&I is always top of mind for us!
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Dental plan premiums are 100% covered by Mulberry!
Vision Benefits
Vision plan premiums are 100% covered by Mulberry!
Health Insurance Benefits
We have a number of Health Insurance plans to match your needs whether you are single or have a family. Our employee plan covers the majority of the premium. We also offer an HSA.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Mulberry's 401(k) retirement plan matches 50% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of parental leave for all caregivers at 100% pay, no matter your tenure.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Recharge with a 4-week paid sabbatical after 3 years at Mulberry, be sure to share photos!
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Promote from within

Additional Perks + Benefits

Although we aren't in a physical space at this time all of these perks are geared towards connecting our employees regardless of distance. Our goal is to strengthen our culture and keep the spirit of Mulberry alive!

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