Analyste – Opérations et soutien / Operations & Support Analyst

Hims & Hers

1d•CA$50,000 - CA$60,000•Remote

About The Position

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.

Requirements

Strong communication skills, both written and verbal, with the ability to convey information clearly and empathetically (French and English). English is required for this role because the Analyst will need to communicate on a regular basis with English-speaking clients, service providers and internal stakeholders located outside Quebec. These interactions include responding to client inquiries, collaborating with cross functional teams based in other provinces or internationally, and reviewing or drafting documentation available only in English.
Ability to balance attention to detail with efficient execution in a fast-paced environment
Strong work ethic and desire to make a change in Canadian healthcare

Responsibilities

Be a critical member of our operations & support team, helping ensure an exceptional patient experience for all our members
Provide timely and accurate responses to customer inquiries via email and chat, focusing on all things Hims & Hers products and general customer questions
Uphold high standards of productivity and quality in customer service interactions
Navigate various customer service platforms and tools to deliver efficient and effective support
Become a subject matter expert in all Hims & Hers products and offerings
Drive KPIs that ensure continued improvement of the operations team
Analyze data to identify trends and drive areas for continuous improvement (turnaround time, patient feedback, satisfaction metrics, etc.)
Work with CX leadership to streamline operations and enhance the patient journey, identifying the key touch points across interactions with patients and developing strategies to optimize success