Harry's is hiring a

Customer Experience Associate

New York, United States

Harry’s is a men’s grooming brand that was built out of respect for quality craftsmanship, simple design, modern convenience and for guys who know they shouldn’t have to overpay for a great shave. We are able to deliver exceptional value and experiences to our customers because we are vertically integrated. From grinding steel into fine razors blades at our factory in Germany to selling our products directly to customers on our website and select retailers, we own the entire process.

Since launching in early 2013, we have been blown away by the customer response to our brand. Today, we have over 3 million customers and are growing fast. We’re now looking to bring amazing people, like you, together to redefine the way people interact with brands online and in stores across the country.

About the Team

At Harry's, the customer is at the heart of everything that we do. The Customer Experience Team serves as the bridge between Harry's and the amazing people who use our products. We're the voice of Harry's to our customers and advocates for our customers to the rest of the Harry's team. From new products to marketing initiatives to our website, everything we do is directly influenced by our customers. As a Customer Experience Associate, you'll drive that change, and have a lot of fun doing it!

About the Role

As a Customer Experience Associate, you will work directly with our customers in the fast-paced world of Harry's HQ.  You will also work closely with the Customer Experience Team, and other departments, to develop and execute creative ideas for improving the customer experience overall.

What you will accomplish:

  • Thrive in a fast-paced environment tackling an array of customer issues via phone and email
  • Become an expert on our products and spread the love of Harry's everywhere
  • Deliver above-and-beyond customer service by surpassing our customer's everyday expectations
  • Find new and interesting ways to make our customers smile
  • Create instant rapport with our customers
  • Notice even the smallest trends and customer pain points to make sure we deliver the best experience possible
  • Strategize ways to improve our service, streamline our processes, and better serve our customers
  • Master our internal management system in order to efficiently and effectively manage customer relationships
  • Coordinate with CX Management to channel customer feedback to all areas of the business such as technology, marketing, design and product teams
  • Identify customer trends in real time and communicate to the CX team and other departments

This should describe you:

  • Clear communicator through all customer service channels
  • Excellent computer and technical skills, including experience with Microsoft Office and the Google Suite
  • Familiar with e-commerce and love to teach people about new and exciting tech
  • A knack for building rapport with people quickly and easily
  • A strong work ethic and an entrepreneurial spirit
  • Eager to learn, grow, and develop your professional skills
  • Ability to problem solve and think on your feet
  • Empathy and the ability to put yourself in the customer's shoes
  • You are a learner - always seeking to improve yourself, your team, and the world around you
  • You thrive on direct, honest, and supportive communication
  • You are always thinking about how to help the teammates around you excel
  • To you, there’s nothing more exciting than a new challenge
  • Sense of humor -- we take our work seriously and our selves un-seriously

Here's who you'll work with:

  • Report directly to the Customer Experience Supervisor(s), interact frequently with the broader CX Management Team
  • Work with awesome CX Associates who make the everyday fun (GIFs highly encouraged!)
  • Eat bagels on Tuesday mornings and team lunch on Thursday with the entire Harry’s team
  • Have opportunities to learn from the greater operations team such as Engineering, Supply Chain, Distribution and Product Development
  • Work very closely with whoever fills the snack cabinet (insider tip)