Customer Experience Team Lead, New Brand

| Greater NYC Area
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About the Role

As the Customer Experience Team Lead, you’ll be on the ground floor as we launch a new brand that aims to tackle a massive opportunity within the personal care market. You’ll lead interactions with our customers, ensuring that they have an effortless interaction and outstanding experience. You’ll also support the strategic scoping of all aspects of our CX operation as we grow and scale our team with the rest of the business. Just as importantly, over time you’ll develop and manage a team of high-performing, talented Associates, based within our headquarters.

What You’ll Accomplish

  • Represent the voice and advocate for the needs of the our new brand’s DTC and Retail customer within our global HQ in NYC; be a part of fostering community for our brand and our connection with our consumers
  • Oversee the full CX operation, ensuring that the operation meets daily, weekly and monthly SLAs and key operational/quality metrics for all channels, reporting to the Head of Strategic Operations
  • Obsess over customer feedback and relentlessly strive for CX improvements
  • Drive people, process, and technology improvement initiatives to optimize the customer experience from end-to-end, both for customers and our team
  • Act as a liaison among functions outside of CX (DTC, Distribution, Retail, Creative, R&D, etc.) to facilitate activities that create a better experience for our consumers
  • Identify opportunities to innovate for continuous improvement and increased efficiency, specifically thinking about automation and improved back office needs for your team
  • Develop and help build an outstanding team over time that creates a world-class support experience for a brand-new brand
  • Lead that team actively, providing guidance to direct reports during weekly 1:1 conversation, and in-the-moment coaching when it makes sense
  • Guide all quality and training processes for your team, with limited support from broader Harry’s Inc. stakeholders
  • Develop and maintain relationship with 3rd-party vendors to help provide consistent service level with customers

Who You Are

  • You are passionate about being part of building a connection with consumers and enjoy creating amazing experiences for customers
  • You’re a highly organized “doer” with an exceptional ability to multitask and manage complex projects - someone who will take initiative to make things happen
  • You have a hands-on willingness to get operations established and roll up your sleeves to address customer needs, but also are developing a strategic vision to think ahead and build ahead
  • You have experience working with Zendesk to support a CX operation
  • You’ve worked within start-up / high growth businesses in the past and are genuinely passionate about the personal care / CPG space; you thrive in a fast-paced environment
  • You’re interested in (and ideally experienced in) how teams scale in line with business growth, remaining ahead of the operational demand all the while maintaining a commitment to team development -- and you’re energized and pumped by the idea of helping people grow and develop
  • You’re an innovative thinker, never satisfied with the status quo and always looking for ways to refine and do things better - for your customers, your team, and yourself
  • You’re a great team player who can collaborate with cross-functional teams within the organization, as well as outside vendors
  • You demonstrate a serious commitment to your own self development by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • You’re warm and approachable, and have a knack for making people feel instantly comfortable, yet also know how to hold people accountable
  • You’re all around awesome with a great sense of humor

Who You'll Work With

  • Reporting to Head of Strategic Operations for this new brand
  • As the first member of our CX team, you’ll lead this function as it grows over time
  • Working closely with all members of the new brand team (Brand, DTC, Retail, Creative, Insights, Analytics, etc.), as well as cross-functional partners (Distribution, R&D, etc.) and peers from other brands within the broader Harry’s Inc. org 

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. Now, we’re in the process of building and launching our 3rd brand.

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 composed 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.

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

Usually you will find us in West SoHo. During the COVID-19 pandemic, we are work from flexible until June 2021!

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

Manager, 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

Co-Founder & Co-CEO

What are Harry's Perks + Benefits

Harry's Benefits Overview

We’re committed to providing our team with benefits that enhance their mental, physical, and overall well-being. 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
Every year, we set aside 1% of our sales to donate to charitable organizations that share our ambition to bring quality mental health care to men everywhere.
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
Dedicated Diversity/Inclusion Staff
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.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
The Advocates, African Ancestry Collective, All Equals Women's Group, DNA (People of Color at Harry's), Fuerza Latina, and Pride at Harry's
Hiring Practices that Promote Diversity
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.
Mental Health Benefits
Online and In-Person Mental Health resources, as well as Company wide mental health days!
Retirement & Stock Options Benefits
401(K)
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. Additionally, we offer 16 weeks of paid parental leave, plus four weeks of customized re-boarding
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.
Paid Sick Days
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.
Home Office Stipend for Remote Employees
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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