Customer Experience Associate in London

Harry’s is a men’s grooming brand that offers high quality shave, body, hair, and skin care products at an exceptional value. Launched in 2013, Harry’s redefined the shaving experience and helped pioneer the earliest era of direct to consumer in the process. Since then, the brand has become the #2 shave brand globally and expanded to offer products for every step in its customer’s routine. Harry’s is also on a mission to ensure guys have access to quality mental health care. To date, the brand has helped connect over 2 million men to quality mental health resources.

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. (custom emojis and GIFs are highly encouraged!)
• 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