Customer Experience Manager, Claims

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.

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.

• 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.

• Serve as the first‑line owner for…