Customer Experience Analyst, Mulberry Technology

• 1-2 years of experience in a customer support/experience role
• 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!

Desirable

• As a Customer Experience 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, corresponding with our retailers and using data to inform process and product improvements for a superior customer experience
• 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 Mulberry’s various coverage offerings & partnerships, to quickly respond to customers’ coverage inquiries
• Escalate technical and process-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