Supervisor, Customer Experience

As the Supervisor of Customer Experience at Hims & Hers, you'll be responsible for leading a team of customer support agents, managing day-to-day operations, and ensuring exceptional service delivery. You’ll handle customer inquiries, resolve issues efficiently, and promote a positive work environment through coaching and performance monitoring. Your role is pivotal in maintaining high standards and driving continuous improvement within the team.

To qualify for the Supervisor, Customer Experience role at Hims & Hers, candidates should have at least 4 years of experience in a customer-focused environment and a minimum of 2 years of experience in a leadership role. Strong analytical skills, exceptional communication abilities, and experience in coaching and developing teams are essential. Adaptability in a fast-paced setting is also critical for success.

The work environment for the Supervisor, Customer Experience at Hims & Hers is dynamic and supportive. You’ll be part of a small, motivated team that values innovation and collaboration. The company has a flexible work approach, fostering an inclusive culture where everyone feels valued and engaged. Weekly team meetings and regular feedback promote a positive atmosphere focused on continuous improvement.

Preparing for the Supervisor, Customer Experience role at Hims & Hers involves understanding the healthcare and wellness industry, familiarizing yourself with the company's offerings, and honing your leadership skills. Review common customer service scenarios and think about how you would address them. Additionally, consider how you can leverage data to drive improvements, as this role emphasizes analytical thinking.

Hims & Hers offers a competitive salary and equity compensation for the Supervisor, Customer Experience role, along with unlimited PTO and company holidays. Employees benefit from comprehensive health plans, a 401k with employer matching, and an employee stock purchase program. You’ll also enjoy quarterly mental health days and opportunities for team retreats, promoting work-life balance and overall well-being.

When handling difficult customer interactions, it’s essential to start by listening actively to their concerns, showing empathy, and validating their feelings. Use your problem-solving skills to find a resolution, and ensure to follow up on their issue to provide closure. This demonstrates that you’re committed to their satisfaction, a key trait for a Supervisor at Hims & Hers.

My leadership style is collaborative and supportive. I believe in fostering an open environment where team members feel comfortable sharing ideas and challenges. I focus on continuous improvement, providing regular feedback, and equipping my team with the resources they need to excel, fundamental attributes for a Supervisor at Hims & Hers.

Key metrics to monitor include customer satisfaction scores, response times, call volume, and resolution rates. These metrics help assess the effectiveness of the team and identify areas for improvement, ensuring Hims & Hers maintains a high-quality customer experience.

To motivate my team, I focus on setting clear goals, recognizing individual and team achievements, and encouraging professional development. Providing meaningful feedback and fostering a culture of collaboration are also essential in creating an engaging work environment, especially at Hims & Hers where team dynamics are crucial.

In my previous role, I recognized a gap in our onboarding process for new agents. I implemented a structured training program that included mentorship and regular check-ins. This led to faster ramp-up times and improved overall performance, showcasing the ability to enhance existing processes—a valuable trait for the Supervisor at Hims & Hers.

I leverage data by analyzing customer feedback, support metrics, and performance trends. This information helps identify pain points and informs strategies to improve service delivery and team performance, which aligns with the analytics-focused approach expected from a Supervisor at Hims & Hers.

My approach to training new team members involves a comprehensive onboarding process that includes both theoretical knowledge and hands-on practice. I pair new hires with experienced agents to facilitate learning and ensure they feel supported, which is essential for success in the Supervisor role at Hims & Hers.

For performance improvement, I focus on setting measurable objectives, providing regular feedback, and implementing targeted training sessions based on performance reviews. This structured approach ensures each team member continues to grow and adapt, which is crucial for a Supervisor guiding a customer experience team at Hims & Hers.

Ensuring a positive customer experience involves active listening, empathy, and personalized communication. I encourage my team to go the extra mile and resolve issues promptly while keeping the customer informed throughout the process, which aligns with the customer-first philosophy at Hims & Hers.

Managing team conflicts requires addressing issues promptly and facilitating open communication among team members. I encourage dialogue to resolve misunderstandings and promote a supportive environment, ensuring the team at Hims & Hers remains cohesive and focused on delivering exceptional customer service.