Supervisor, Customer Experiene

Company: hims & hers
Location: San Francisco
Posted on: May 3, 2025

Job 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. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we're making better health outcomes easier to achieve.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 and . For information on the company's outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit .About the Role: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.You Will:

• 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 testingYou Have:
  • 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 managerOur 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)
    • 401k benefits with employer matching contribution
    • Offsite team retreatsWe 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.
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Keywords: hims & hers, Sunnyvale , Supervisor, Customer Experiene, Other , San Francisco, California