CX Agent

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.

Responsibilities

• 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

Requirements

• 2+ years of customer service experience, ideally phone-heavy or in healthcare, including handling escalated or difficult calls