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Customer Experience Supervisor – Hims & Hers

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About the Role:

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 8-12 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
  • Seek out information to identify gaps and drive continuous performance improvement from your team as a whole and your 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 testing 

You Have:

  • 3+ years experience in a dynamic, customer-focused environment
  • 2+ years of experience leading, coaching, developing, and motivating teams
  • Omni-channel contact center experience strongly preferred 
  • Extensive experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction
  • Experience managing teams both in-person and remotely is highly preferred
  • Experience with Zendesk highly preferred
  • Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms
  • Demonstrated ability to solve problems analytically
  • Exceptional communication skills across all channels is required
  • Effective time manager who has 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 manager
  • Experience working at omni-channel call center, preferably within a DTC space

Our Benefits (there are more but here are some highlights):

  • Competitive salary & comprehensive health benefits including medical, dental & vision