Manager, Customer Experience

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve. 

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

About the Role:

The Manager, Customer Support will drive us towards a consistent and high quality customer experience leading a team of Hims&Hers internal support Supervisors and Agents. This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a superb customer touch. This role is pivotal in driving customer satisfaction, managing escalations, and fostering a culture of excellence and quality within the team. 

Reporting to the Senior Manager of Customer Support, you will partner with our Training, Quality, WFM, Tech/Product and BPO teams to achieve the service levels set out by the organization. You will lead with structure, clarity and high expectations all with a people first mentality.

You Will:

• Lead a team of Supervisors who lead a team of front-line agents supporting customers across multiple channels.

• Act as a communication bridge between the broader business and our customer sharing information and insights in both directions.

• Become a subject matter expert in a core function of our business in support of healthy growth for the business line.

• Lead our journey to optimize for a perfect balance between a high level of production combined with an even higher level of quality. 

• Understand our goals, utilize our analytics solutions and create positive change for our agents and our customers.

• Sit as part of our Customer Support leadership team planning budgets, strategy, goals, org planning and overall execution of these initiatives.

You Have:

• 10+ years of experience in a high-growth, people focused customer support environment including being a manager of managers.

• Relevant experience in a work from home environment with a team of 50+.

• Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.

• Maximum comfort in an always changing and sometimes ambiguous environment.

• The relentless ability to get to answer independently while being a teamplayer first.

Preferred Qualifications: 

• People Management: history of successfully leading teams of people through rapid growth and change.

• Customer Support: expertise in working with internal and external customer support teams of 100+ agents, ideally in a remote ecommerce environment.

• Change Management: proven ability to identify opportunities for improvement, communicate for consensus and follow through to implementation. 

• Quality & Quantity: strong examples of being able to drive a positive customer and agent experience maximizing quality without sacrificing productivity.

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

• Competitive salary & equity compensation for full-time roles

• Unlimited PTO, company holidays, and quarterly mental health days

• Comprehensive health benefits including medical, dental & vision, and parental leave

• Employee Stock Purchase Program (ESPP)

• 401k benefits with employer matching contribution

• Offsite team retreats

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 considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@forhims.com and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.

To learn more about how we collect, use, retain, and disclose Personal Information, please visit our Global Candidate Privacy Statement.