Customer Experience Manager, Claims

Job Description

Job Description

About Mulberry

Mulberry is a venture-backed consumer product protection company modernizing the extended warranty and accidental damage protection experience for retailers and their customers.

Founded in 2018, Mulberry has raised more than $35 million in venture capital funding through Series B from top-tier investors that have backed companies including Venmo, Netflix, and OpenAI. We partner with retailers across categories including furniture, appliances, electronics, and jewelry to deliver protection programs that are more transparent, responsive, and easier for customers to use.

Mulberry operates at the intersection of technology, retail, product protection, and customer experience. Our ability to pair intelligent claims adjudication with a responsive, high-quality client experience is central to how we differentiate and earn the trust of customers, retailers, and partners.

About the Role

Mulberry is hiring a Customer Experience Manager to support the Director of Operations, with broad ownership across team leadership, claims quality and cycle times, escalations, operational reporting, customer communications, workflow improvement, and service-network development.

This is a hands-on leadership role for someone who combines exceptional customer experience instincts with strong operational judgment. Day to day, you’ll manage and coach the team, keep claims and customer issues moving toward resolution, step into complex escalations, and improve the policies, training, workflows, systems, and communications that shape the client experience.

You’ll be expected to operate with a high degree of independence. Priorities will shift, edge cases will come up, and not every process will already be fully built. You’ll need to assess competing needs and make thoughtful decisions quickly and independently.

You’ll also be a key point of escalation for some of the most sensitive conversations Mulberry handles, including those involving customers, retailers, service providers, and regulators. That means communicating clearly and thoughtfully, documenting decisions carefully, and using patterns from those interactions to improve policy, training, workflows, customer communications, and claim cycle times.

The role sits between several stakeholders, each with their own priorities and constraints. A key part of the job is reconciling those inputs into practical, well-reasoned, and timely decisions while remaining a strong advocate for the client experience.

The strongest candidates will be curious, highly adaptable, and comfortable learning unfamiliar subject matter quickly. Product-protection or claims experience is helpful, but it is less important than excellent judgment, strong people leadership, a genuine customer orientation, and the ability to take ownership in a fast-moving environment.

Key Responsibilities

1. Team Leadership and Performance

• Own the day-to-day management of a blended customer support and claims team, including staffing, scheduling, coaching, and performance management.
• Help team members navigate complex or ambiguous situations and make thoughtful, consistent decisions.
• Conduct regular quality audits and spot-checks of customer interactions and claims decisions; coach and retrain where execution falls short of expectations.
• Build a culture of ownership, sound judgment, continuous learning, and advocacy for the client experience.
• Identify staffing gaps, capability needs, workflow bottlenecks, and structural inefficiencies; recommend and implement improvements.
• Act as deputy to the Director of Operations across claims and support functions, with the ability to make decisions and lead the team independently when needed.

1. Escalations and Client Communications

• Serve as the first-line owner for escalated claims and customer complaints, bringing complex or sensitive matters to clear, thoughtful, and timely resolutions.
• Anticipate how ambiguous or high-risk issues are likely to unfold and take action before they become larger disputes.
• Architect and refine customer-facing communications, including determination letters, coverage language, macros, and escalation responses, to improve clarity and reduce the likelihood and volume of future complaints.
• Track escalation and complaint trends and feed findings back into customer education, adjudication policy, agent training, workflow design, and customer communications.
• Own the response process for formal complaints filed with state Attorneys General, Departments of Financial Services, or equivalent regulatory bodies, ensuring responses are timely, accurate, and appropriately documented.
• Use insights from escalations to identify and address upstream issues rather than resolving the same problems repeatedly.

1. Operational Reporting and Performance Improvement

• Build, maintain, and evolve operational reporting across claim cycle time, SLA adherence, queue health, cost per claim, One-Touch Resolution, escalation volume, and other indicators of team and claims performance.
• Champion One-Touch Resolution as a priority KPI by tracking repeat contacts, diagnosing root causes, and reducing unnecessary customer effort.
• Present performance data, emerging trends, and recommended actions to leadership on a recurring cadence.
• Use CRM data and relevant CX and claims tools to understand performance, surface patterns, and prioritize improvements.
• Use AI tools and lightweight automation to accelerate analysis, improve reporting, and streamline recurring work.
• Build and maintain practical SOPs and decision frameworks so important knowledge is accessible and execution remains consistent as the team grows.

1. Claims Journey and Workflow Design

• Maintain oversight of the end-to-end claims workflow, including intake, triage, adjudication, dispatch, repair or replacement, and final resolution.
• Monitor claim cycle times, coverage decisions, cost guidelines, and resolution quality across product categories.
• Partner with the Director of Operations to refine the adjudication framework as new edge cases, customer needs, fraud patterns, and category-specific nuances emerge.
• Build and refine decision trees and matrices to support workflow design, IVR logic, customer journey mapping, and more consistent decision-making.
• Continuously test and improve customer-facing macros and templates, measuring how customers respond and iterating based on results.
• Identify and develop self-service options that allow customers to resolve straightforward issues more easily.
• Partner with Product and Engineering on claims and CX tooling and with cross-functional leaders on workflows, communications, and customer experience standards.

1. Service and Repair Network

• Support the expansion of Mulberry’s service and repair network by identifying, vetting, and onboarding new partners across geographies and product categories.
• Build and strengthen relationships with existing providers, including rate negotiation, SLA management, and coverage-gap resolution.
• Track provider performance across turnaround time, quality, cost, and customer satisfaction, and address underperforming relationships.
• Maintain visibility into network coverage strengths and gaps to inform service strategy and improve customer outcomes.

Qualifications

• Five or more years of experience in customer experience, customer support, customer success, claims, or another high-touch customer-facing environment.
• One to two years of direct people-management experience, including coaching, development, and performance management.
• Demonstrated success in a startup, high-growth company, or similarly fast-paced environment with shifting priorities and evolving processes.
• Proven ability to learn unfamiliar products, policies, and subject matter quickly.
• Strong independent judgment and the ability to make thoughtful decisions when information is incomplete or the right answer is not immediately clear.
• A deeply customer-oriented mindset and a track record of improving experiences based on how customers actually behave and respond.
• Experience managing complex customer escalations and identifying issues before they develop into larger disputes.
• Strong written and verbal communication skills, including the ability to explain complex or sensitive decisions clearly and thoughtfully.
• Experience using CRM data and operational reporting to monitor performance, identify patterns, and drive improvements.
• Comfort moving between people leadership, escalations, reporting, workflow improvement, and hands-on problem-solving.
• Ability to reconcile competing stakeholder needs into practical, well-reasoned, and timely decisions.

Preferred Qualifications

• Experience in product protection, extended warranties, claims, fintech, financial services, or another regulated customer environment.
• Experience with Zendesk or comparable CRM, CX, ticketing, or claims-management tools.