hims & hers
Hims & Hers is a 100% online healthcare platform that provides personalized care and consultation for sexual health, hair regrowth, weight loss, skincare, and mental health. With over 2 million subscribers, Hims & Hers connects patients with licensed healthcare professionals, offering prescription medications and ongoing support delivered directly to their doors. The platform aims to make healthcare accessible, affordable, and discreet, ensuring that users can manage their treatment conveniently through an app.
Customer Experience Manager
March 26
hims & hers
Hims & Hers is a 100% online healthcare platform that provides personalized care and consultation for sexual health, hair regrowth, weight loss, skincare, and mental health. With over 2 million subscribers, Hims & Hers connects patients with licensed healthcare professionals, offering prescription medications and ongoing support delivered directly to their doors. The platform aims to make healthcare accessible, affordable, and discreet, ensuring that users can manage their treatment conveniently through an app.
📋 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. • The Manager, Customer Support will drive us towards a consistent and high quality customer experience leading a team of internal support Supervisors and Agents. • 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 teams to achieve service levels set by the organization. • This role requires the ability to lead with structure, clarity, and high expectations with a people-first mentality.
🎯 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 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. • 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, 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
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