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Manager, Customer Experience @Hims And Hers

[Hiring] Manager, Customer Experience @Hims And Hers

Mar 26, 2025 - Hims And Hers is hiring a remote Manager, Customer Experience. đź’¸ Salary: unspecified. đź“ŤLocation: USA.

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Role Description

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. You will lead with structure, clarity and high expectations all with a people first mentality.

  • 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.

Qualifications

  • 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.

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.

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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đź“Ť Be aware of the location restriction for this remote position: USA
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Back to Remote jobs  >   Customer Service
Manager, Customer Experience @Hims And Hers
Customer Service
Salary đź’¸ unspecified
Remote Location
USA
Job Type full-time
Posted Mar 26, 2025
Apply for this position Unlock 54,613 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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