Customer Experience Associate

About Harry’s 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. Harry’s is part of Mammoth Brands, the modern CPG company behind category-leading brands Harry’s, Flamingo, Lume, Mando, and Coterie. Driven by a mission to “Create Things People Like More,” the company is creating a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives and ultimately change the status quo. Even as we grow, we take extra care to maintain the small, scrappy, entrepreneurial culture that helped to get us where we are today: a company that people like more, that better serves its customers, employees, and community. Mammoth Brands is committed to making a positive impact and donated over $20 million through our network of nonprofit partners to date. 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 tr