Director of CX

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 partners
• 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 Business Development, 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
• Drive iterative improvements for our claims process, including developing service network partners, managing our resolution decision tree, advocating for customer-facing and internal product enhancements, etc.
• 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
• Own the relationships with our repair network partners in collaboration 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 insurance or product protection 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, dental & HSA benefits
• 401k with a 4% company match that vests immediately
• Unlimited vacation policy so you can unplug and recharge whenever you need it (15 days min. recommended)
• Business is closed between Christmas Eve and New Year's Day!
• 4 week paid sabbatical after 3 years of tenure
• 12 weeks fully paid parental leave

Come join us!
We're a remote-friendly team. Whether you work remotely or from our NY office, you'll be part of a remote work culture that emphasizes online communication (Slack, GitHub, Zoom). We actively seek to create a diverse work environment because we know teams are stronger with different perspectives and experiences.
We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Mulberry are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.