Supervisor, Customer Experiene

hims & hers; San Francisco (CA); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative health and wellness platform seeks a dynamic Supervisor for their Customer Experience team. In this pivotal role, you will lead a dedicated team to ensure exceptional service delivery while fostering a collaborative environment. Your responsibilities will include coaching team members, monitoring performance metrics, and driving continuous improvement initiatives. This role offers the chance to make a significant impact within a fun and driven team, all while working in a flexible, inclusive workplace that values your contributions. If you thrive in fast-paced settings and are passionate about customer satisfaction, this opportunity is perfect for you.

Benefits

Unlimited PTO

Quarterly mental health days

Comprehensive health benefits

Employee Stock Purchase Program

401k benefits with matching

Offsite team retreats

Qualifications

• 4+ years in customer-focused Omni-channel environments.
• 2+ years leading and developing remote teams.

Responsibilities

• Lead and develop a team of 8-14 CX agents to deliver excellent service.
• Monitor team performance and manage escalated customer issues.

Skills

Customer Service

Team Leadership

Analytical Skills

Communication Skills

Time Management

Coaching

Job description

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:

As Supervisor, CX you will report to the Manager of Customer Support and play a crucial role in our customer experience team. You’ll be responsible for handling customer inquiries, resolving issues with efficiency and empathy, and maintaining our reputation for exceptional service. You’ll monitor team performance, tracking critical metrics like call volume and response time, while ensuring each team member has the tools and knowledge necessary for success through continuous coaching and development. Additionally, you’ll manage projects as needed, all while maintaining high-performance standards.

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 8-14 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
• Identify performance gaps and drive continuous improvement for the team and 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:

• 4+ years experience in a dynamic, customer-focused Omni-channel environment
• 2+ years of experience leading, coaching, developing, and motivating teams in remote environment
• Strong analytical skills, using data to drive decision and process improvements
• Ability to thrive in a fast-paced, customer-focused environment, managing ambiguity with ease
• Extensive experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction
• Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms
• Exceptional communication skills across all channels
• Effective time management with 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

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.