Hims & Hers Health, Inc. (better known as 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 revolutionizing telehealth for providers and their patients alike. Making personalized solutions accessible is of paramount importance to Hims & Hers and we are focused on continued innovation in this space. Hims & Hers offers nonprescription products and access to highly personalized prescription solutions for a variety of conditions related to mental health, sexual health, hair care, skincare, heart health, and more.
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 and forhers.com, or visit our investor site. 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:
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The Senior Manager, Customer Support will drive us towards a consistent customer experience leading a team of H&H internal CX Supervisors and Agents. This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a suburb customer touch.
Reporting to the Director 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 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.
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)
- Employee discounts on hims & hers & Apostrophe online products
- 401k benefits with employer matching contribution
- Offsite team retreats
#LI-Remote
Outlined below is a reasonable estimate of H&H’s compensation range for this role for US-based candidates. If you're based outside of the US, your recruiter will be able to provide you with an estimated salary range for your location.
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. H&H also offers a comprehensive Total Rewards package that may include an equity grant.
Consult with your Recruiter during any potential screening to determine a more targeted range based on location and job-related factors.
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.
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.
For our California-based applicants – Please see our California Employment Candidate Privacy Policy to learn more about how we collect, use, retain, and disclose Personal Information.