About the brand and team

Harry’s started as 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. Since launching in early 2013, we have been blown away by the customer response to our brand. Today, Harry’s has over 3 million customers across multiple countries.

Harry’s vision is to build a next generation CPG company, investing in, building, and owning a portfolio of omnichannel modern brands across multiple categories, similar to how we’ve done it with the Harry’s brand. After raising $112M in our most recent round of funding, the company plans to leverage its platform and capabilities, and partner with exceptional entrepreneurs to launch a number of new disruptive brands in new categories in the coming years. This is where you come in.

We are at the beginning of this journey but have big ambitions for what this brand and business will become. We’re now looking for an amazing founding team to help build this brand and bring it to life in the world.

About the role

As a Customer Experience Associate for Harry’s Ventures, you’ll be on the ground floor as we launch a new brand ensuring that our customers have a smooth interaction and experience. You’ll work alongside the Harry’s Ventures team and this brand’s Customer Experience Manager to execute on delivering an amazing customer experience. You will make customers feel like they are receiving a world class education on our product suite; they will feel supported and loved throughout their correspondences with us. Additionally, you’ll work to develop an engaging customer community using our brand voice and become a product guru and friend to our customers!

What you will accomplish:

• Speak with customers over the phone to help place orders or manage their accounts
• Assist in Developing CX Quality Standards**
• Thrive in a fast-paced environment tackling an array of customer issues
• Become an expert on our products and spread the love of the brand everywhere
• Deliver above-and-beyond customer service by surpassing our customers everyday expectations
• Represent the voice and needs of the Harry’s Ventures brand’s customer within our Global HQ in NYC
• Be a part of fostering a community and engaging connections between the Harry’s Ventures Brand and its consumers
• Scopes and creates first non-operational projects or deep dives, within 3 months
• Operationally aware: adheres to ops schedule and clearly communicate any time away from ops by end of 2 weeks.
• Identify trends in real-time and communicate these trends clearly to Harry’s Ventures CX Manager & team by end of 3 months
• Create instant rapport with our customers
• Master our internal management system in order to efficiently and effectively manage customer relationships

This should describe you:

• Clear communicator with excellent reading comprehension and writing skills - you can chat with coworkers in real-time while answering customer emails at a rapid pace
• Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, previous CRM tools like Zendesk a plus
• Familiar with e-commerce and love to teach people about new and exciting tech
• Customer centric mentality
• A knack for building rapport with people quickly and easily
• A strong work ethic and an entrepreneurial spirit
• Strong listening skills and a great conversationalist
• Ability to problem solve and think on your feet, with analytical skills a huge plus
• You take initiative to solve problems and get the job done
• Empathy and the ability to put yourself in the customer's shoes
• General awesomeness
• A sense of humor
• Infinite enthusiasm for helping customers

Here's who you'll work with:

• Customer Experience Manager(s)
• H’ Quality Assurance Manager
• Customer Experience Trainer
• Harry’s Ventures Head of Operation
• Customer Experience Director
• Work with awesome CX Associates who make the everyday fun (GIFs highly encouraged!) 

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.