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!