Customer Experience Agent

This role is for a customer support team member at Hims & Hers Health, Inc. The company is a telehealth platform that connects consumers to licensed healthcare professionals for various health conditions. The role requires responding to customer inquiries through various channels, resolving issues in a personalized and timely manner, and building long-term relationships with customers. The ideal candidate should have previous customer-facing support experience, excellent problem-solving and communication skills, and the ability to work autonomously in a remote setting. Weekend availability and non-standard business hours are required.

• Respond to customer inquiries across email, phone, chat, and proprietary messaging systems with excellent tone, grammar, and spelling for written communications
• Resolve issues in a personalized, accurate, and timely manner
• Build long-term relationships with customers by offering advice related to products and services
• Become an expert in all things hims & hers products and offerings and maintain up-to-date knowledge in a fast-changing environment
• Complete trainings and up-trainings as needed
• Maintain the highest level of discretion when dealing with customer issues
• Strive to meet and exceed structured performance targets
• Report on customer trends and feedback
• Complete occasional overtime when needed by the business to maintain SLAs

• 2+ years work experience
• 1+ year experience in a customer-facing support role
• Ability to balance attention to detail with efficient execution in a fast-paced environment
• Excellent problem solving and communication skills with a high attention to detail and quality
• Experience working in multiple systems and successfully navigating multiple sources of information
• Possesses a customer-first, eager-to-help approach
• Ability to demonstrate strong writing skills, spelling and grammar
• Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team
• Willingness and ability to work non-standard business hours, including weekends, evenings & holidays

• Competitive salary
• Comprehensive health benefits including medical, dental, and vision coverage
• Equity grants of restricted stock (RSU's)
• Opportunity to work in a fast-paced environment
• Opportunity to work remotely
• Ability to work non-standard business hours, including weekends, evenings, and holidays
• Focus on building a diverse and inclusive workforce
• Equal opportunity employment regardless of race, color, religion, sex, orientation, national origin, age, disability, or genetics
• Reasonable accommodations for qualified individuals with disabilities and disabled veterans in job application procedures