Customer Experience Supervisor, Hims & Hers
$70-80k
+ Employee Stock Purchase Program + Equity
Multi-specialty telehealth platform
Open for applications
Multi-specialty telehealth platform
1001+ employees
Open for applications
$70-80k
+ Employee Stock Purchase Program + Equity
1001+ employees
Company mission
To help the world feel great through the power of better health.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Hims & Hers is a direct-to-consumer brand made for men and women, offering products for skin care, birth control, erectile dysfunction, hair loss and more. The company aims to create an open and honest culture of care that is accessible for everyone, no matter who you are or where you live.
Hims & Hers approach healthcare differently through a telemedicine approach combined with a comprehensive wholesale and branding strategy. This allows customers to get diagnosed and treated at a lower cost and with greater convenience whilst the company simultaneously increases customer brand's presence across the US.
The company is increasingly focused on becoming a modern healthcare brand, and has a huge addressable market to go after. Recent launch of an app has helped the company grow significantly. Further, it is focusing investment into platform infrastructure and the development of partnerships with physical stores including retail giant Walmart, as well as continuing to launch new products such as its range of volumising shampoos.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2019
$100m
LATE VC
Jul 2018
$50m
SERIES B
Total funding: $197m
Company benefits
- Dental insurance
- Maternity & Paternity Leave
- Gym Membership
- Commuter Checks & Assistance
- Work from home opportunities
- Health insurance
Company HQ
Marina District, San Francisco, CA
Leadership
Andrew Dudum
(CEO)Previously co-founder of Atomic, Homebound, Terminal and Bungalow and Investor & Advisor at Stable Auto, TalklQ, and Mira Technologies.
Hilary Coles
(Senior VP Brand & Innovation)Previously earned an MBA from the Kellogg School of Management at Northwestern University.
Jack Abraham
(Investor)Founder and Managing Partner of Atomic. Co-Founder and Investor at Replicant, Raydiant, Bungalow, Homebound, Terminal and Zenreach.
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