Customer Experience Manager at Mulberry Technology

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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 & escalations 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 
  • Use data to consistently elevate our product & workflows
  • Build out training documentation for our partners & internal teams
  • Manager partner training & support
  • Build upon Mulberry’s internal & external SLAs, for improved customer experience, and track against internal CX KPIs 
  • Serve as the frontline on escalations
  • Own Zendesk automations, macros, and knowledge base
  • Work cross-functionally with the Sales, Partner Success, Engineering, and Product teams 
  • Consistently QA our customer communication across all channels 

What We’re Seeking

  • 3-6 years of experience in a customer experience 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 Zendesk
  • 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
  • Ability to speak French

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
    • Apache AirflowFrameworks
    • Neo4jDatabases
    • RedisDatabases
    • MixpanelAnalytics
    • FullstoryAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • AirtableManagement
    • SalesforceCRM
    • SalesloftCRM
    • SendGridEmail

Location

New York, NY 10018

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

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

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
-Equity
-Medical, Dental, & Vision Health Benefits
-Unlimited Paid Time off
-Strong, vibrant, and fun culture, with lots of virtual outings and team building events!

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
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
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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