Job details

Customer Experience Supervisor (Remote)

Remote

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system.

We connect consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to sexual health, hair care, mental health, skincare, primary care, and more.

With products and services available across all 50 states and Washington, D.C., Hims & Hers is on a mission to help the world feel great through the power of better health. We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. We normalize health & wellness challenges—and innovate on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so we provide access to personalized care designed for results. At our core, our mission is deeply personal—because we too are customers.

In January 2021, the company was listed on the NYSE and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit hims.com and forhers.com.

About the Role:

You’ll be a good match for the role on our customer experience team if you’re excited by a small team taking on large incumbents, and doing everything it takes to win the trust of our customers. We’re a fun team with serious drive and are looking for someone to dive in and join the hustle.

You Will:

Ability to work non-standard business hours, including weekends & holidays
Lead, coach, and develop a team of 8-12 CX agents to deliver excellent customer service through coaching, monitoring performance, and providing feedback
Execute day-to-day business management duties including real-time workflows, scheduling, shift approvals, reporting and QA
Support the resolution of escalated customer issues, escalate when appropriate, and report on trending issues
Lead impactful team meetings centered around the customer and agent experience
Seek out information to identify gaps and drive continuous performance improvement from your team as a whole and your individual agents
Work collaboratively with other members of the leadership team to foster a team environment where people want to work
Support product launches by providing feedback and assisting with various stages of testing

You Have:

3+ years experience in a dynamic, customer-focused environment
2+ years of experience leading, coaching, developing, and motivating teams
Omni-channel contact center experience strongly preferred
Extensive experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction
Experience managing teams both in-person and remotely is highly preferred
Experience with Zendesk highly preferred
Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms
Demonstrated ability to solve problems analytically
Exceptional communication skills across all channels is required
Effective time manager who has the ability to coach others to work more effectively
Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
Self-starter mindset who also thrives when collaborating with working teams
Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
Experience working at omni-channel call center, preferably within a DTC space

Our Benefits (there are more but here are some highlights):

Competitive salary & comprehensive health benefits including medical, dental & vision

#LI-Remote

Outlined below is a reasonable estimate of H&H’s compensation range for this role.

H&H also offers a comprehensive Total Rewards package that includes equity grants of restricted stock (RSU’s) so that H&H employees own a piece of our company.

The actual amount will take into account a range of factors that are considered in making compensation decisions including but not limited to, skill sets, experience and training, licensure and certifications, and location.

Consult with your Recruiter during any potential screening to determine a more targeted range based on the job-related factors. We don’t ever want the pay range to act as a deterrent from you applying!

An estimate of the current salary range for US-based employees is

$75,000—$85,000 USD

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.