At a Glance
- Tasks: Deliver exceptional customer support across various channels and build lasting relationships.
- Company: Join Mammoth Brands, a modern CPG company with a mission to improve lives.
- Benefits: Enjoy competitive pay, private medical coverage, generous time off, and equity options.
- Other info: Work in a fun, inclusive environment with opportunities for growth and learning.
- Why this job: Be part of a dynamic team that values empathy and innovation in customer experience.
- Qualifications: Fluent in German and English, with strong communication and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
About Mammoth Brands
Mammoth Brands (formerly Harry’s Inc.) is the modern CPG company behind brands Harry’s, Flamingo, Lume, Mando, and Coterie. We’re building a new model—and home—brands, founders, and talent looking to solve unmet needs, improve peoples’ lives, and ultimately challenge the status quo. Our mission is to “Create Things People Like More.” Simply put: everything we do should be better than what already exists. If it’s not, we don’t do it. This guides everything we do, from developing the best product experiences, to making Mammoth Brands a great place to work, to exploring innovative ways to give back to our community.
This is a full‑time role with an expectation to work on Saturday or Sunday. Candidates must speak and write in German and English. Must live in the United Kingdom with 3 days required in the Soho London office.
The Team
At Harry’s, the Customer Experience Team is the bridge between our brand and the people who use our products. We’re passionate about creating an effortless experience for every customer who reaches out, bringing Harry’s voice to our customers and their voices back to the broader team. By advocating for our customers and fostering a diverse and inclusive environment, we aim to improve the overall Harry’s experience for everyone.
The Role
You will ensure all of our customers around the globe have a best‑in‑class customer experience across multiple channels. As a subject matter expert who can both problem‑solve and connect with customers on a human level, you will be part of an empathetic and supportive team where your front‑line work is directly connected to the growth and success of Harry’s. You will be an integral part of the team that thrives on surprising and delighting our customer base across the US, Canada, the UK, EU, and beyond.
What you will accomplish:
- Deliver personalized, seamless support to all customers across the globe via contact channels, including Phone, Email, SMS, Social Media, and Chat, while maintaining quality and productivity standards according to our success matrix, CXPectations.
- Thrive in a fast‑paced environment by confidently solving customer challenges and providing outstanding service.
- Build lasting relationships through clear, interactive communication that leaves a positive impression.
- Master internal tools and processes to efficiently manage customer relationships, maintain organized records, and accurately handle inquiries.
- Identify trends, pain points, and opportunities early to deliver a world‑class experience and consistently improve our offerings.
- Strategize and innovate to enhance service quality, streamline processes, and exceed customer satisfaction goals.
- Collaborate with CX Management and cross‑functional teams—Engineering, Brand, Trust & Safety, and Supply Chain—to drive key projects that impact the larger business.
- Monitor and communicate real‑time trends and insights to the CX team and other departments to inform strategy and decision‑making.
- Foster a positive, dynamic, and team‑first culture by actively contributing to projects and supporting your teammates.
- Share customer feedback with internal teams to help improve products, policies, and overall experience.
- Actively participate in team meetings to discuss trends, challenges, and opportunities for improvement.
- Identify customer trends in real time and communicate with the CX team and other departments.
- Embody the company’s mission and ensure every customer interaction aligns with our commitment to simplicity, approachability, and exceptional quality.
This should describe you:
- Communicate with clarity and confidence across every customer service channel.
- Show genuine empathy by stepping into the customer’s shoes and understanding their needs.
- Bring top‑notch computer skills and a strong technical aptitude to every interaction.
- Love e‑commerce and enjoy teaching others about exciting, cutting‑edge tech.
- Build rapport effortlessly, creating instant connections with those you interact with.
- Embody a strong work ethic and entrepreneurial mindset, ready to tackle anything that comes your way.
- Stay eager to learn, grow, and expand your professional expertise at every opportunity.
- Think on your feet, solve problems creatively, and easily adapt to any situation.
- Embrace lifelong learning, always striving to improve yourself, your team, and your impact on the world.
- Welcome direct, honest, and supportive feedback to drive personal and team success.
- Actively seek out ways to support and uplift your teammates, helping everyone around you shine.
- Thrive on new challenges, finding excitement in tackling the unknown.
- Keep a sense of humor. While you should take the work seriously, never take yourself too seriously!
Here’s who you’ll work with:
- Report directly to the Customer Experience Team Lead and interact frequently with the broader CX Management Team.
- Work with awesome CX Associates who make every day a fun one.
- Catered breakfast on Wednesday mornings and team lunch on Tuesdays and Thursdays.
- Bond over snacks. Every 6 weeks you get to pick where we place on our office pantry order.
Benefits and perks:
- Private medical and comprehensive dental coverage.
- Pension savings plan with company match.
- Group Income Protection and Life Assurance benefits.
- Equity in Mammoth Brands.
- Generous time off plus 8 paid bank holidays.
- Wellness and L&D stipends.
- 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years.
- 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood.
- Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop.
- Free products from our family of brands.
Mammoth Brands 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.
Mammoth Brands is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals.
Customer Experience Associate in London employer: Applied Labs, Inc.
Mammoth Brands is an exceptional employer that fosters a vibrant and inclusive work culture, prioritising employee growth and well-being. With generous benefits such as private medical coverage, equity options, and extensive time off, including sabbaticals, employees are empowered to thrive both personally and professionally. Located in the heart of Soho, London, the company offers a dynamic environment where creativity and collaboration flourish, making it an ideal place for those seeking meaningful and rewarding careers in customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Applied Labs, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Applied Labs, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Associate in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Applied Labs, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Applied Labs, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Applied Labs, Inc.!
How to prepare for a job interview at Applied Labs, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
