Customer Experience Team Lead at Harry's Inc.

| Greater NYC Area
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The Team

The Customer Solutions and Insights Team (CSI) serves as a direct bridge between the Harry's brand and our customers. The team combines Customer Experience (CX) and Insights to convey the voice of the customer in an effort to continuously create things people like more. We strive to create effortless experiences 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.

The Role 

The Team Lead (TL) position is responsible for directly managing the performance and development of a team of associates, running the day-to-day operation of our Customer Experience (CX) team. They inform and motivate the team to successfully meet our Service Level Agreements across all channels (including phones, emails, Social etc.). They are responsible for coaching and improving the CXpectations and development of their individual directs as well as the broader CX team.  Additionally, the Team Lead will collaborate with cross-functional partners to implement large scale initiatives that impact both the CX team and the larger organization, including but not limited to process improvements, project management and operational excellence.

Here's what you'll do

People First 

  • Manage 5-8 Associates across remote, in-house, part-time and full time positions
  • Ensure every associate is trained thoroughly during the on-boarding process and has the tools necessary to succeed in their role
  • Support individual team members to pursue meaningful growth opportunities, both within the department and cross-functional teams
  • Audit and perform quality coaching and feedback sessions at least once a month, incremental to in-the-moment coaching daily
    • Perform additional side-by-sides and quality monitoring with each associate during post-training weeks and throughout their tenure with Harrys
    • Partner the QTD Team on reporting and structured meetings to ensure consistent quality and productivity across your associate team
  • Support direct reports in the creation of a development plan, through ongoing tailored coaching and by meeting with them weekly in a one-on-one setting to deliver feedback, review attendance and policy updates and overall performance
  • Manage payroll, PTO, UTO and EI tracking and approvals
  • Work with Operations Manager and People Business Partner to run performance processes as well as draft and execute performance improvement plans if needed
  • Lead and create team engagement and recognition efforts measured through the engagement survey and retention ( e.g., WOW recognition, birthdays, new hire events, event committee and ad-hoc cultural appreciation moments etc.)
  • Own the CXpectations performance of your directs with help from the Manager of Quality Training and Development
  • Share people management best-practices, challenges and feedback with your team of Team Leads 

Operations

  • Coordinate with Operations Manager to set and manage the operational schedule including channel distribution, non-channel project ownership, etc. 
    • Coordinate with the department Trainer to schedule any team and company wide training opportunities while mitigating strain on the team and customer experience
    • Coordinate with Team Leads on ownership of daily operations to provide 7 days a week of coverage (some weekend and holiday days may be required)
    • Monitor CX Slack channels to provide support to monitor daily operational excellence when assigned to daily operations
  • Hold the team accountable to general operational policies and standards
  • Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team
  • Monitor intraday schedule adherence and make decisions on resource allocation, measured through daily success in our Service Level Agreements
  • Lead daily stand-up sharing: 
    • Report on yesterday's performance
    • Expectations for the day
    • Operational changes/challenges 
    • Policy or process updates 
  • Track attendance and update our workforce management tooI live through any operational changes 
  • Lead operational responses to intraday challenges,  (e.g., site/Zendesk outages, spike in incoming volume etc.) outside of running daily operations
  • Responsible for Customer Incident process for escalated and higher priority contacts
    • Serve as a first point of escalation on customer issues, ensuring difficult conversations are handled with empathy and professionalism 
  • Generate operational and tool improvements through associate feedback and analysis with the goal of creating a more effortless employee and customer experience
    • Work with Operations Manager to prioritize operational process improvement projects 
  • Communicate with the managing Team Lead any individual associate operational challenges such as trends in tech issues, trends in availability issues etc. 
    • Encourage and foster an environment of 360 degree feedback between Associates and Managers
  • Create, implement and communicate initiatives that impact the organization’s efficiency and productivity

This might describe you

  • You are a high performing CXA, and know what it takes to be the front line of Harry’s
  • You are committed to growth and development, have a natural talent for coaching and a growth-mindset ready to improve always as a people manager
  • Incredibly organized and can coordinate a large group of people, processes, locations etc…
  • Clear and effective communicator 
  • Resilient and composed in high pressure and unplanned changes to your day 
  • Enthusiasm for the Harry’s customer and providing them with outstanding experiences
  • Strong advocate for your teammates and employee experience 

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.

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 (NYC) or London. During the COVID-19 pandemic, we are work from flexible until September 2021!

An Insider's view of Harry's Inc.

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 Inc. Perks + Benefits

Harry's Inc. 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 sync
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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