Customer Experience Associate (NewCo) at Harry's

| Greater NYC Area
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This is a full-time Monday-Friday role at headquarters in lower Manhattan.

What is NewCo?

“NewCo” (short for “New Company”) is a new DTC (direct-to-consumer) start-up venture being incubated by Harry’s. Over the past year, Harry’s has identified and vetted an exciting opportunity to create a new brand and business in an underserved CPG (consumer packaged goods) category. They are now gearing up to launch and looking to hire a team to build and run the business, revolutionize another category and improve the experience of millions of people. 

About the Role:

NewCo is seeking an ambitious and enthusiastic Customer Experience Associate to represent the brand, advocate for our customers, and deliver exceptional service via email, chat, phone and SMS. As the first Associate on the Customer Experience team, you’ll have first-hand visibility into the early stages of a start-up, the opportunity to help influence our service policies, and the chance to work directly alongside the brand’s Customer Experience Manager to establish and grow the rapport between our brand and our customers. You will serve as a subject matter expert, creatively addressing customer concerns while establishing meaningful connections. You will be part of an empathetic and supportive team, where your front-line work is directly connected to the growth and success of this new brand. 

What you will accomplish:

  • Handle a diverse and busy queue of contacts each day, toggling between chats, emails, SMS and phone calls with ease
  • Appropriately triage contacts based on severity and importance
  • Master our order management system to effectively and efficiently maintain customer relationships
  • Strategize ways to improve our service, streamline our processes, and better serve our customers
  • Engage deeply with our product portfolio, spreading the love of the brand widely
  • Identify customer trends in real-time and communicate these trends to the CX Manager
  • Become a customer advocate, getting to know each customer and utilizing empathetic language to create a personalized and memorable experience with every interaction
  • Work closely alongside Operations, Marketing, and Product to ensure customer feedback is being shared and escalated for product improvements

This should describe you:

  • Team Player - you’re an instantaneous rapport builder, with genuine empathy. You respond well to constructive criticism, and you’re also capable of advocating for yourself. No job is too big or too small, and you’re always willing to get involved and help out.
  • Discerning - you’re emotionally aware and endlessly patient. You know how to prioritize tasks and time, and you can find customer-first solutions that are both creative and pragmatic. You go above and beyond to generate customer excitement about our brand!
  • Diligent - you are focused and organized, a brilliant multitasker with laser focus. You can push through a giant pile of work with poise, and can adequately assist multiple customers simultaneously.
  • Clear Communicator - you’re a great listener with amazing reading comprehension and excellent writing skills. You’re warm, patient and personable on the phone.
  • Operationally Aware - you can adhere to an ops schedule and clearly communicate any time away
  • Innovative - you are excited about joining a brand at inception, you can thrive in a fast-paced environment, and you’ll gather data to propose solutions and ideas that improve the experience of the customer as well as the company at large

Here's who you'll work with: 

  • You’ll report directly to NewCo’s CX Manager
  • You’ll work closely alongside the rest of the NewCo team

Basic Qualifications:

  • High school diploma or equivalent; undergrad degree preferred but not required
  • 1-2 years in customer service or other client-focused roles

About Harry’s & NewCo:

Harry’s Inc. started in 2013 as a grooming brand with simple, fairly priced products that delivered an amazing experience to guys every day. Since then, Harry’s expanded to the UK, transformed our grooming brand into a personal care powerhouse, and launched a women’s brand called Flamingo. Now, Harry’s vision is to build a next generation CPG company by investing in and building a portfolio of modern brands across multiple categories. 

Harry’s has identified an exciting opportunity to build a new brand and business (“NewCo”) in an underserved CPG category. They are now looking to hire a team to build and run that business, revolutionize another category, and improve the experience of millions of people. As part of the early stage team at NewCo, you will have the unique opportunity to help build a company from the ground up, but with the support and guidance of experts that have done it before and with the backing of world-class investors.

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • BrazeEmail

Location

West SoHo is cool without being pretentious, convenient and accessible, and nowhere near Times Square!

An Insider's view of Harry's

What are some social events your company does?

Inspired by the Winter Olympics, we're currently holding our own Harry's Olympics. It's completely ridiculous and incredibly fun! We also have happy hours, breakfasts, lunch and learns, and team offsites. I love joining smaller groups that connect me with people I don't work with everyday.

Maia

Senior Associate, Creative Projects

What kinds of technical challenges do you and your team face?

As Harry's expands beyond razors, we are focused on building a platform that can support multiple brands, which is transforming our technical infrastructure. We're also collaborating with our data analytics team to better understand our customers, both present and future, and serve personalized and curated experiences to them.

Natalie

Software Engineer

How do you make yourself accessible to the rest of the team?

Besides working in an open office (where I’m quite literally always accessible), each week my co-founder & I speak at our all-hands meeting, allowing us to openly share what’s on our minds. We host Q&As, Fireside Chats, Lunch N’ Learns, & I co-sponsor our Women’s Employee Resource Group, where I work with folks at all levels within the company.

Andy

CEO

What are Harry's Perks + Benefits

Harry's Benefits Overview

At Harry's we're committed to providing our team with a benefits package that enhances the well-being of our employees and their family, both now and in the future. Everyone has different needs, but we are happy to have benefits such as medical, dental, vision, FSA, as well as a 401K, access to Eden Health, and a quarterly wellness reimbursement. That's not to mention our bountiful snacks and catered lunch and breakfast once a week.

Culture
Volunteer in Local Community
We participate in local events such as charitable races and local school events!
Partners with Nonprofits
Some of our partners include: Headstrong, which provides mental health care for military veterans and their families; Stop Soldier Suicide; CALM, and City Year.
Friends Outside of Work
Eat Lunch Together
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Pair Programming
Open Office Floor Plan
Diversity
Highly-Diverse Management Team
Our management team is a representation of our staff! We have a VP and C-Suite that is comprised of 50% women, and have hired from underrepresented communities throughout the leadership group.
Unconscious Bias Training
We partner with Paradigm to deliver yearly unconscious bias training, and supplement with the People team's own efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSAs are designed to stretch your dollars farther. These accounts trim off as much as 30% from your health care or dependent care costs because the money you put into an FSA comes out pre-tax.
Disability Insurance
Harry's automatically provides a certain level of coverage for you, plus you have the option to purchase additional insurance for yourself and your dependents.
Dental Benefits
We have two plans, one Standard and one Enhanced, with both plans covering preventative care at no cost.
Vision Benefits
Our vision plan has Warby Parker as an in network provider!
Health Insurance Benefits
We have three health plans based on your needs with varying deductibles, and no-to-moderate premium costs.
Life Insurance
Wellness Programs
We offer a variety of benefits - access to Eden Health, a Wellness Reimbursement Program, and a new fitness reimbursement program through our new medical provider.
Retirement & Stock Options Benefits
401(K) Matching
Harry's provides our 401K through Betterment. We match 2% of contributions up to 4% of an employee's annual salary.
Company Equity
Every employee is offered a standard welcome grant of equity based on their level, with vesting over a 4 year period. Additionally, we have annual continuation grant bonus programs!
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 16 weeks of paid leave for all new parents, which applies to birth, adoption, and all paths to parenthood.
Return-to-Work Program Post Parental Leave
Vacation & Time Off Benefits
Generous PTO
"My Time" - a flexible time-off policy that includes vacation, sick, and personal time.
Paid Volunteer Time
You have the opportunity to volunteer up to five full days per year. We also set aside 1% of sales to go back to charitable organizations and causes.
Sabbatical
A four-week, fully paid sabbatical after five years at Harry's. Unplug, unwind, and come back refreshed and ready to tackle the next big challenge.
Paid Holidays
10 company-paid holidays per year.
Perks & Discounts
Casual Dress
Our casual dress code includes jeans, our comfy Harry's hoodies, and no judgement every day of the week. Dress up, dress down, feel comfortable.
Commuter Benefits
We offer pre-tax commuter benefits through WageWorks.
Company Outings
Harry's has an annual company-wide offsite, holiday party, and other celebrations based on our big milestones!
Stocked Kitchen
Other snacks and drinks are provided, not to mention cold brew on tap.
Some Meals Provided
We provide catered breakfast every Wednesday before our company-wide Team Meeting, and catered lunch every Thursday.
Happy Hours
Join the #happyhours slack channel to plan the next casual outing!
Pet Friendly
Harry's pet policy is dog-friendly daily.
Fitness Subsidies
We give $150 a quarter towards health and wellness.
Professional Development Benefits
Lunch and Learns
Our CEO's Jeff and Andy host quarterly AMAs during lunch! In addition, other teams will share out what they're working on as various share-outs, beer & learns, and lunch & learns.
Cross Functional Training Encouraged
Promote from Within
Continuing Education Stipend
We have an incredible L&D program that allows you to use a yearly stipend for continuing education or other L&D-related expenses.

Additional Perks + Benefits

The best thing about Harry's is we're constantly improving based on employee feedback. Our employee engagement survey, plus consistent feedback loops with our employees means that every year we are getting better and better. In 2019 we implemented a 401k match, more transparent People processes, an L&D stipend, and much more!

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