Manager, Customer Experience - Remote

Overview

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.

In Short

• 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.

Requirements

• 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.

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