CX Agent

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 Role The Customer Service Agent is a key player in enhancing the Hims & Hers customer experience. This is a phone-first role: agents primarily support customers over the phone, including handling escalated calls that require extra care, patience, and problem-solving. Email and EMR (Electronic Medical Records) messaging round out the channel mix for non-medical inquiries across all Hims & Hers products and offerings. This role significantly contributes to our mission by ensuring high levels of customer satisfaction, productivity, and quality in every interaction. You Will Serve as a primary point of contact for customers over the phone, delivering timely, accurate, and empathetic support Manage escalated phone calls with professionalism and composure, de-escalating frustrated or upset customers and driving issues to resolution Support customers via email and EMR messaging as secondary channels, maintaining the same standard of accuracy and care Uphold high standards of productivity and quality across every interaction, regardless of channel Navigate multiple customer service platforms and tools simultaneously while on live calls Collaborate with fellow agents and CX leadership to resolve complex or escalated customer issues promptly Participate in ongoing training and development to sharpen phone-based customer service and de-escalation skills Contribute to team success by meeting and exceeding service and performance goals, with particular attention to call quality and resolution metrics Escalate medically related inquiries to the appropriate clinical teams Become a subject matter expert in all Hims & Hers products and offerings Other duties as assigned You Have 2+ years of customer service experience, ideally phone-heavy or in healthcare, including handling escalated or difficult calls 2+ years working from home in a quiet, distraction-free environment High school diploma or equivalent; related degree a plus Exceptional, empathetic customer service skills that hold up under pressure Strong verbal communication with a calm, clear phone presence; solid written skills for email and EMR support Comfortable multitasking across phone systems and multiple digital platforms simultaneously A positive, team-oriented attitude and flexibility in a fast-paced setting Commitment to confidentiality when handling sensitive information Ability to work autonomously and stay engaged with a remote team Willingness to work non-standard hours, including weekends, evenings, and holidays We 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 [email protected] 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 .