Customer Experience Associate

About Harry’s 

Harry’s Inc. is building a modern CPG company by putting people first and delivering against real unmet consumer needs.

The company’s flagship brand – Harry’s – was founded by Jeff Raider and Andy Katz-Mayfield in 2013. After successfully launching and scaling Harry’s, Jeff and Andy saw an opportunity to bring their experience building Harry’s to other CPG categories where the consumer has also been historically underserved.

Harry’s Inc. has grown significantly over the last ten years, and is now made up of four brands – Harry’s, Flamingo, Lume, Mando – and Harry’s Labs, the company’s incubation and M&A engine. The company employs more than 900 people across the U.S., U.K. and Germany, and is the largest CPG company built in the last 20 years.

At Harry’s Inc, our mission is to Create Things People Like More — whether it’s a product, an experience, or an internal tool, we believe in making the things around us better for our customers, and our team.

Our mission extends beyond customers and team, to the community broadly. We believe that the best business models make a positive impact. That’s why our brands donate year-round to nonprofit organizations that align with their social missions.

At the end of the day, the key to our success is our amazing people. From chemists, mechanical engineers, CX associates, to creative directors, sourcing managers, and logistics specialists, the Harry’s team is composed of some of the most brilliant, diverse, and humble people you’ll ever meet. Our company is a place of inclusion, innovation, and deeply ingrained values.

• The Harry’s Inc working model is in-office Tuesday, Wednesday, and Thursday*

This is a full-time role with availability to work on Saturday or Sunday. Applicants must speak and write in German and English. Must live in the United Kingdom with 3 days required in the London office. 

The Team 

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.

The Role 

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.

What you will accomplish:

• 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.

This should describe you:

• 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!

Here’s who you’ll work with: 

• 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

Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

Harry’s is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Harry’s commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training.

We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

Read Full Description