Customer Success Associate

Mulberry is disrupting a $40B insurance industry by providing omnichannel merchants a seamless plug-and-play platform from which to offer product insurance. We are growing rapidly and are looking for an established and eager Customer Success Associate to manage process, communication, and data around our growing customer base.

As a Customer Success Associate 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 (via live chat and inbound calls), and using data to build out consistent best practices for customer support.

What You’ll Do:

  • Field inbound customer communication via multiple channels (chat, emails, calls) and resolve customer requests with expediency
  • Navigate customers through the use of our product and identify and troubleshoot technical issues that surface
  • Develop a thorough understanding of the product and identify gaps to improve workflow and interdepartmental communication
  • Be comfortable within a constantly-evolving business, to maintain efficiency and achieve operational excellence
  • Identify and track customer issues and complaints to ensure transparency and improve the customer experience

What We’re Seeking:

  • 1-3 years of experience in call-center customer service or in a customer-facing role
  • Strong verbal & written communication skills
  • Willingness to work together in a collaborative environment
  • Driven and ready for a challenge 
  • Passion for customer service and technology - a real people person
  • 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
  • Ability to problem solve in a high-pressure environment
  • Ability to take on multiple tasks simultaneously, while meeting and managing deadlines
  • Ability to take initiative
  • Willingness to work together in a collaborative environment
  • Driven and ready for a challenge 
  • Ability to multitask 
  • Great sense of humor!
  • Down-to-earth, engaging personality!

Nice-to-haves:

  • Experience working for a startup
  • Experience with Intercom or a similar bot/live chat platform
  • You’ve built out new systems, processes and/or methodologies that are still in use at current or past companies
  • Familiarity with the e-commerce and/or insurance spaces

Benefits and Perks:

  • Competitive Salary 
  • 1:1 ongoing training and career development with the Co-Founder, and all team members 
  • Equity
  • Full Benefits 
  • Unlimited Paid Time off
  • Gym on-site
  • Strong, vibrant, and fun culture, with lots of outings!
  • Unlimited snacks, pool table, and an awesome rooftop deck!

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