Remote Senior Manager, Customer Support
at hims & hers

Summary

Join Hims & Hers Health, Inc. as a Senior Manager, Customer Support to drive customer experience and lead a team of CX Supervisors and Agents.

Requirements

• 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 100+
• 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

Responsibilities

• 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

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

Benefits

• Competitive salary
• Equity compensation for full-time roles
• Unlimited PTO
• Company holidays
• Quarterly mental health days
• Comprehensive health benefits including medical, dental & vision
• Parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats