Manager of Customer Experience, Hims & Hers

• 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

Desirable

• The Manager, Customer Support will drive us towards a consistent and high quality customer experience leading a team of Hims&Hers internal support Supervisors and Agents.
• This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a superb customer touch.
• 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 Training, Quality, WFM, Tech/Product and BPO teams to achieve the service levels set out by the organization.
• 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