About Harrys 

Harrys is building a modern CPG company by putting people first & delivering against real unmet consumer needs.

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

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

At Harrys 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, & our team.

Our mission extends beyond customers & 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, & logistics specialists, the Harrys team is composed of some of the most brilliant, diverse, & humble people youll ever meet. Our company is a place of inclusion, innovation, & deeply ingrained values.

*The Harry's Inc working model is in-office Tuesday, Wednesday, & Thursday*

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

The Team 
At Harrys, the Customer Experience Team is the bridge between our brand & the people who use our products. Were passionate about creating an effortless experience for every customer who reaches out, bringing Harrys voice to our customers & their voices back to the broader team. By advocating for our customers & fostering a diverse & inclusive environment, we aim to improve the overall Harrys 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 & connect with customers on a human level, you will be part of an empathetic & supportive team where your front-line work is directly connected to the growth & success of Harrys. You will be an integral part of the team that thrives on Surprising & Delighting ALL our customers in the US, Canada, the United Kingdom, Europe & beyond.

What you will accomplish:

• Deliver personalized, seamless support to all customers across the globe via contact channels, including Phone, Email, SMS, Social Media, & Chat, while maintaining quality & productivity standards according to our success matrix, CXPectations.
• Thrive in a fast-paced environment by confidently solving customer challenges & providing outstanding service.
• Build lasting relationships through clear, interactive communication that leaves a positive impression.
• Master internal tools & processes to efficiently manage customer relationships, maintain organized records, & accurately handle inquiries.
• Identify trends, pain points, & opportunities early to deliver a world-class experience & consistently improve our offerings.
• Strategize & innovate to enhance service quality, streamline processes, & exceed customer satisfaction goals.
• Collaborate with CX Management & cross-functional teamsEngineering, Brand, Trust & Safety, & Supply Chainto drive key projects that impact the larger business.
• Monitor & communicate real-time trends & insights to the CX team & other departments to inform strategy & decision-making.
• Foster a positive, dynamic, & team-first culture by actively contributing to projects & supporting your teammates.
• Share customer feedback with internal teams to help improve products, policies, & overall experience
• Actively participate in team meetings to discuss trends, challenges, & opportunities for improvement 
• Identify customer trends in real time & communicate with the CX team & other departments
• Embody the companys mission & ensure every customer interaction aligns with our commitment to simplicity, approachability, & exceptional quality.

This should describe you:

• Communicate with clarity & confidence across every customer service channel.
• Show genuine empathy by stepping into the customers shoes & understanding their needs.
• Bring top-notch computer skills & a strong technical aptitude to every interaction.
• Love e-commerce & enjoy teaching others about exciting, cutting-edge tech.
• Build rapport effortlessly, creating instant connections with those you interact with.
• Embody a strong work ethic & entrepreneurial mindset, ready to tackle anything that comes your way.
• Stay eager to learn, grow, & expand your professional expertise at every opportunity.
• Think on your feet, solve problems creatively, & easily adapt to any situation. 
• Embrace lifelong learning, always striving to improve yourself, your team, & your impact on the world.
• Welcome direct, honest, & supportive feedback to drive personal & team success.
• Actively seek out ways to support & 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 & GIFs are highly encouraged!)
• Breakfast on Wednesday mornings (orders change week on week ) & team lunch on Tuesday & Thursday with the entire Harrys team
• Bond over snacks. Every 6 weeks you get to pick where we place on our office pantry order

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

Harrys is an Equal Opportunity Employer, providing equal employment & advancement opportunities to all individuals. We recruit, hire & promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth & 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 & protective hairstyles or any other status protected under applicable federal, state & local laws. Harrys commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline & access to benefits & training.

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