Supervisor, Customer Experience

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 hims. com/about and hims. com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www. hims. com/careers-professionals. About The RoleAs 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 WillAbility to work non-standard business hours, including weekends & holidaysLead, coach, and develop a team of 8-14 CX agents to deliver excellent customer service through coaching, monitoring performance, and providing feedbackExecute day-to-day business management duties including real-time workflows, scheduling, shift approvals, reporting and QASupport the resolution of escalated customer issues, escalate when appropriate, and report on trending issuesLead impactful team meetings centered around the customer and agent experienceIdentify 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 workSupport product launches by providing feedback and assisting with various stages of testingYou Have4+ 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 channelsEffective 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 rolesWe are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match. Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@forhims. com and describe the needed accommodation.

Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address. To learn more about how we collect, use, retain, and disclose Personal Information, please visit our Global Candidate Privacy Statement.