Customer Experience Associate, Harry's
+ Equity
More information about location
3 days a week in office (Soho, London )
Men's grooming brand
Open for applications
Men's grooming brand
201-500 employees
Open for applications
+ Equity
More information about location
3 days a week in office (Soho, London )
201-500 employees
Company mission
To offer high quality shave, body, hair, and skin care products at an exceptional value.
Role
Who you are
- Candidates 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 an expectation 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 our customer base across the US, Canada, the UK, EU, 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
- Here's who you'll work with:
- Report directly to the Customer Experience Team Lead and 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!)
Salary benchmarks
Our take
Harry's shot onto the scene in 2012 with the simple idea of great razors at fair prices. And at a time when buying blades felt like taking out a small loan, Harry's built a direct-to-consumer brand that made men's shaving feel modern and affordable. So, what started as an online upstart quickly grew into a serious player, landinow on the shelves of major retailers and one of the best known names in men's grooming.
The road hasn't been entirely smooth as in 2020, a planned billion-dollar sales to Edgewell Personal Care (the owner of brands like Schnik) was blocked by the Federal Trade Commission on competition grounds. At the time, this looks like a major setback, however, it have Harry's the room to keep building on its own terms. Instead of folding into a legacy giant, the company doubled down on growth, raised fresh capital and continued to expand its reach in retail and product lines.
Now, the company isn't just a small startup taking on the razor establishment. It has broadened its grooming range well beyond blade, built a loyal customer base, and proved it can compete both online and in-store. What began as a challenger brand has evolved into a mainstay of the men's personal care aisle.
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 HQ
Hudson Square, New York, NY
Leadership
Andy Katz-Mayfield
(Co-Founder)Andy is also the co-founder of Mammoth Brands where he has served as the Co-CEO since 2012.
Jeffrey Raider
(Co-Founder)Jeffrey co-founded Mammoth Brands alongside Andy where he serves as the Co-CEO. He is also the co-founder of Warby Parker.
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