About the Role
Customer Experience (CX) Analyst
US Remote
Mulberry is disrupting the $50B product insurance industry with consumer-first product protection solutions built for ecommerce. Mulberry provides consumers with various product and shopping protection options to suit their needs, ranging from unlimited coverage to free plans. We are passionate about helping consumers shop with confidence and protect everything they buy online, without the crazy markups and fine print gotchas all too common in the insurance industry.
As a Customer Experience Analyst 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, corresponding with our retailers and using data to inform process and product improvements for a superior customer experience.
What Youll Do:
- Field inbound customer communication via multiple channels (chat, emails, social media, phone calls) and resolve customer requests with expediency
- Identify and track customer issues and complaints to ensure transparency and a best-in-class customer experience
- Keep abreast of Mulberrys various coverage offerings & partnerships, to quickly respond to customers coverage inquiries
- Escalate technical andprocess-flow issues to the Development and Product teams
- Collaborate with our claims team as needed such as collecting information for claims on a call or scheduling a repair or service appointment
What Were Seeking:
- 1-2 years of experience in a customer support/experiencerole
- Weekend and flexible availability
- 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 withZendesk & live chats
- Familiarity with e-commerce, fintech, or insurance