Harrys · London
Customer Experience Associate
About Harry’s Harry’s is a men’s grooming brand that offers high quality shave, body, hair, and skin care products at an exceptional value. Launched in 2013, H...
About Harry’s
Harry’s is a men’s grooming brand that offers high quality
shave, body, hair, and skin care products at an exceptional
value. Launched in 2013, Harry’s redefined the shaving
experience and helped pioneer the earliest era of direct to
consumer in the process. Since then, the brand has become
the #2 shave brand globally and expanded to offer products
for every step in its customer’s routine. Harry’s is also on
a mission to ensure guys have access to quality mental
health care. To date, the brand has helped connect over 2
million men to quality mental health resources.
Harry’s is part of Mammoth Brands, the modern CPG company
behind category-leading brands Harry’s, Flamingo, Lume,
Mando, and Coterie. Driven by a mission to “Create Things
People Like More,” the company is creating a new model—and
home—for brands, founders, and talent looking to solve unmet
needs, improve peoples’ lives and ultimately change the
status quo. Even as we grow, we take extra care to maintain
the small, scrappy, entrepreneurial culture that helped to
get us where we are today: a company that people like more,
that better serves its customers, employees, and community.
Mammoth Brands is committed to making a positive impact and
donated over $20 million through our network of nonprofit
partners to date.
We build brands that move fast and think big — and we hire
people who are curious about AI, willing to experiment with
it in their day-to-day work, and excited to accelerate
what's possible. We prioritize giving our team the tools,
training, and space to build real fluency, so you grow
alongside the technology and help shape how we use it.
This is a full-time role with an expectation to work on Saturday or Sunday. Candidates must speak and write in German and English.
Must live in the United Kingdom with 3 days required in the Soho 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 our customer base across the US, Canada, the UK, EU, 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 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!)
- Catered breakfast on Wednesday mornings and team lunch on Tuesdays and Thursdays
- Bond over snacks. Every 6 weeks you get to pick where we place on our office pantry order
Benefits and perks
- Private medical and comprehensive dental coverage
- Pension savings plan with company match
- Group Income Protection and Life Assurance benefits
- Equity in Mammoth Brands
- Generous time off plus 8 paid bank holidays
- Wellness and L&D stipends
- 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years
- 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood
- Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop
- Free products from our family of brands
Mammoth Brands 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.
Mammoth Brands 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. Mammoth Brands' 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.
If visa sponsorship is required for work authorization, please note that Mammoth Brands in collaboration with immigration counsel
will manage and submit all necessary legal filings on behalf of the candidate.
Roll
Customer Experience Associate
Kategori
Kundtjänstpersonal
Plats
Publicerad
6 juli
Sista ansökningsdag
21 augusti
Källa