Senior Manager - Customer Support

​​About the Role:

The Senior Manager Customer Support will drive us towards a consistent customer experience leading a team of H&H internal CX Supervisors and Agents. This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a suburb customer touch.

Reporting to the Director 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.

You Will:

• 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.

You Have:

• 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 100+.

• 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.

Our 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)

• Employee discounts on hims & hers & Apostrophe online products

• 401k benefits with employer matching contribution

• Offsite team retreats

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