Customer Experience Associate, Harry's Inc.
More information about location
3 days a week in office
Harry’s, Flamingo, Cat Person, and Lumē
Open for applications
Harry’s, Flamingo, Cat Person, and Lumē
501-1000 employees
Open for applications
More information about location
3 days a week in office
501-1000 employees
Company mission
To Create Things People Like More through purpose-led brands, products, and experiences.
Role
Who you are
- Applicants must speak and write in German and English
- Communicate with clarity and confidence across every customer service channel
- Show genuine empathy by stepping into the customer’s shoes and understanding their needs
- Bring top-notch computer skills and a strong technical aptitude to every interaction
- Love e-commerce and enjoy teaching others about exciting, cutting-edge tech
- Build rapport effortlessly, creating instant connections with those you interact with
- Embody a strong work ethic and entrepreneurial mindset, ready to tackle anything that comes your way
- Stay eager to learn, grow, and expand your professional expertise at every opportunity
- Think on your feet, solve problems creatively, and easily adapt to any situation
- Embrace lifelong learning, always striving to improve yourself, your team, and your impact on the world
- Welcome direct, honest, and supportive feedback to drive personal and team success
- Actively seek out ways to support and uplift your teammates, helping everyone around you shine
- Thrive on new challenges, finding excitement in tackling the unknown
- Keep a sense of humor. While you should take the work seriously, never take yourself too seriously!
What the job involves
- This is a full-time role with availability to work on Saturday or Sunday
- At Harry’s, the Customer Experience Team is the bridge between our brand and the people who use our products
- We’re passionate about creating an effortless experience for every customer who reaches out, bringing Harry’s voice to our customers and their voices back to the broader team
- By advocating for our customers and fostering a diverse and inclusive environment, we aim to improve the overall Harry’s experience for everyone
- You will ensure all of our customers around the globe have a best-in-class customer experience across multiple channels
- As a subject matter expert who can both problem-solve and connect with customers on a human level, you will be part of an empathetic and supportive team where your front-line work is directly connected to the growth and success of Harry’s
- You will be an integral part of the team that thrives on Surprising and Delighting ALL our customers in the US, Canada, the United Kingdom, Europe and beyond
- Deliver personalized, seamless support to all customers across the globe via contact channels, including Phone, Email, SMS, Social Media, and Chat, while maintaining quality and productivity standards according to our success matrix, CXPectations
- Thrive in a fast-paced environment by confidently solving customer challenges and providing outstanding service
- Build lasting relationships through clear, interactive communication that leaves a positive impression
- Master internal tools and processes to efficiently manage customer relationships, maintain organized records, and accurately handle inquiries
- Identify trends, pain points, and opportunities early to deliver a world-class experience and consistently improve our offerings
- Strategize and innovate to enhance service quality, streamline processes, and exceed customer satisfaction goals
- Collaborate with CX Management and cross-functional teams—Engineering, Brand, Trust & Safety, and Supply Chain—to drive key projects that impact the larger business
- Monitor and communicate real-time trends and insights to the CX team and other departments to inform strategy and decision-making
- Foster a positive, dynamic, and team-first culture by actively contributing to projects and supporting your teammates
- Share customer feedback with internal teams to help improve products, policies, and overall experience
- Actively participate in team meetings to discuss trends, challenges, and opportunities for improvement
- Identify customer trends in real time and communicate with the CX team and other departments
- Embody the company’s mission and ensure every customer interaction aligns with our commitment to simplicity, approachability, and exceptional quality
- Report directly to the Customer Experience Team Lead(s), interact frequently with the broader CX Management Team
- Work with awesome CX Associates who make every day a fun one. (custom emojis and GIFs are highly encouraged!)
- Breakfast on Wednesday mornings (orders change week on week ) and team lunch on Tuesday and Thursday with the entire Harry’s team
- Bond over snacks. Every 6 weeks you get to pick where we place on our office pantry order
Salary benchmarks
Our take
Harry’s Inc shot to fame in the years after its 2012 launch for developing and selling high quality, affordable men’s shaving and grooming products online. Between then and now, the company has grown tremendously, expanding into major retail stores, and launching three more brands: Women’s shaving products company Flamingo, hair care-focused Headquarters, as well as cat food brand Cat Person.
Though a billion dollar sale to consumer brand corporation Edgewell was surprisingly blocked by the Federal Trade Commission in 2020, Harry’s product and brand diversification actually led to a significant boost in sales.
The blocked sale of the company, while a shock at the time, has proven to be a blessing in disguise. Harry’s has gone on to raise hundreds of millions of dollars, which it has used to expand its portfolio of brands – all in keeping with its aim of becoming a major multi-category consumer packaged goods (CPG) company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2018
$112m
SERIES D
Jul 2015
$75.6m
SERIES C
Total funding: $474.6m
Company benefits
- Medical, dental, and vision coverage
- Wellness reimbursement and incentives
- Annual learning and development stipend
- Flexible Time Off Policy
- One month paid sabbatical after five years with us
- 16 weeks of fully paid parental leave, plus four weeks of customized re-boarding
- Access to all of our products
- All-team lunch and breakfast, and coffee, drinks and snacks!
- Five paid days off per year to volunteer
- Work from home opportunities
- Pension savings plan with company matching
Company HQ
Hudson Square, New York, NY
Leadership
Andy Katz-Mayfield
(Co-CEO)Started his career as a consultant at Bain. Previously worked in Strategy at Brighter.com. Has an MBA from Stanford.
Jeffrey Raider
(Co-CEO)Serial entrepreneur. Founded Warby Parker. Previously a consultant at Bain, where he worked with Andy.
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