Remote Customer Experience Associate (Part-Time)
This is a part-time, work-from-home position.
The Team
The Customer Experience Team serves as a direct bridge between the Harry's brand and the people who use our products. We strive to create an effortless experience for everyone who reaches out to our team, and we serve as an advocate for our customers in an effort to drive changes to the overall Harry’s experience. We bring the voice of the Harry's brand to our customers, and the voice of our customers to the broader Harry's team. We value our diverse and inclusive team.
The Role
You will be responsible for ensuring that all of our customers have a best-in-class quality customer experience across multiple channels. You will act as a subject matter expert who can both problem solve and connect with customers on a human level. You will be a part of an empathetic and supportive team, where your front-line work is directly connected to the growth and success of Harry’s.
- Training and on-boarding will occur at Harry's HQ from 9am to 6pm your first week.
- This role will be remote with monthly in-person interaction with the in-house team.
- Must reside in the tri-state area (Connecticut, New York, or New Jersey) and be able to travel to the New York office for an in-office day at minimum once per month
- This will be a 20 hour per week role after the first 40 hour week of training
- You must be able to work 9am to 6pm Saturday, Sunday, and 4 hours during a weekday
- You must have a minimum home internet speed of 100 Mbps and a quiet work space - a laptop will be provided
What you will accomplish:
- Deliver a personalized and effortless experience via phone and emails while meeting quality and productivity goals
- Thrive in a fast-paced environment tackling a large array of incoming customer issues
- Become an expert on our products and spread the love of Harry's everywhere
- Deliver above-and-beyond customer service by assisting customers in navigating harrys.com, placing orders, finding the right product etc…
- 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
- Contribute to a dynamic and positive team culture
This should describe you:
- Superior communicator through all customer service channels
- Empathy and the ability to put yourself in the customer's shoes
- Excellent computer and technical skills
- 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
- You are a learner - always seeking to improve yourself, your team, and the world around you
- You thrive on direct, honest, and supportive feedback
- 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 ourselves un-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 the everyday fun (GIFs highly encouraged!)
About Harry's
Harry’s Inc. started in 2013 with simple, fairly priced products that delivered an amazing experience to guys every day. Since then, Harry’s expanded to the UK, developed relationships with retailers such as Target and Walmart, expanded our grooming brand into a personal care powerhouse, and launched a women’s brand called Flamingo.
The key to our success? Our amazing people. From chemists, mechanical engineers, CX associates, to creative directors, sourcing managers, and logistics specialists, Harry’s team is comprised of some of the most brilliant, diverse, and humble people you’ll ever meet.
Our brands answer unmet consumer needs, but our company is a place of inclusion and innovation that attracts some of the brightest minds across industries, geographies, and backgrounds. Whether we have a team of 3 or 300, our core values and our startup mentality remain; we value continuous improvement and learning, teamwork and collaboration, creative problem solving, and open and direct dialogue and feedback. Come for the coffee and free products, stay for the amazing, passionate culture.
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. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.