hims & hers reviews

I'm typing the 5 word minimum so I can see what other companies have to offer me

Where do I even begin... First, I would like to state that I have been working in contact centers since 2009, so I am by no means unfamiliar with a customer support positions as I have had every position there is (agent, trainer, supervisor, manager). So I am not here to gripe about small things that I simply don't like, but to make note of a true systemic issue within the company. And to make potential employees aware of how the company operates at the time I am writing this post. First, I'll start with what people want to know most. Financial compensation.. 1) Flat rate raise every year, regardless of productivity. 2) No productivity based increases. 3) No bonus potential. 4) Pay is not proportional to the amount of work you're required to do and the expectations you are required to meet. 5) Many agents I worked with or spoke to stated they needed to sell off their stock shares every quarter in order to make ends meet. Onto the grit... As a company grows, of course changes are inevitable — but somewhere along the way, this company simply stopped caring about its agents. One of the things that made me take the job to begin with was how passionate they were about treating each agent like their own person and having such individualized support for customers so nothing felt robotic. We used to get incentives, gift cards around holidays or even just because. Leadership used to give us little mini breaks throughout the day where we can play a quick game of trivia (if we want). The morale was great! Most people truly loved working there even though it could be difficult because of how much information we were required to know. As the company grew, more treatment offerings became available. This meant always learning and updating ourselves on the products and services, and all their changes to what we just learned that would *inevitably* occur. Meaning: we would learn something and then before you know it we need to unlearn it for XYZ reasons. At a certain point, it was so much that it became overwhelming. This also goes for policy and procedure, or structural changes to how we simply do our jobs. It wasn't just an update here or there, it was CONSTANT. There was literally always a change to something or something new to do and learn, or unlearn. And the timeframes in which we are expected to know these things is truly nonexistent. The CX department was the last to know anything, so we would learn about a rollout of something once it's already happened, and only then are we provided information on how to handle it. A good portion of the time, you don't have time allotted to read the information provided on it or educate yourself on it before having to take calls or respond to emails about it. Oh yes, that's right...phone calls. As I stated previously, for years this was a no phone company. Then late last year, with NO warning, they told the agents they were placing us on the phones. For this reason, a lot of people quit — both experienced agents and new hires. New hires who were specifically told just a couple months earlier this was a NO PHONE JOB. When many of the experienced agents who remained started asking questions (like myself) about how to navigate specific situations, leadership flat out said they "didn't think of that" or "we haven't worked that out yet." (I have proof these things were said, by the way). The lack of forethought is one of this companies biggest downfalls. It was a running theme since I started there several years ago, and it never got better. In fact, it got substantially worse after the new CX Department Head (who will remain nameless) came on board. This company has always lacked any sense of long-term strategic planning. There are way too many instances where they initiate something without making any plan for it in the long-term. Without thinking the whole thing through. I truly, genuinely, in all seriousness believe with my whole heart that the people they have in charge have no/limited ability to see the whole picture or outline a step-by-step path to get that picture complete. There are sooooooo many things that they just "didn't think of", and it's like...where are your critical thinking skills? Have you ever made a strategic plan or had a strategic thought in your life?? Not to mention, they outsourced part of the agents jobs to the Philippines. I have nothing against the country itself, as I've been and it's beautiful, but the fact is that the company outsourced, leading many people to worry about job security. In addition, they incorporated the use of AI into the internal messaging portal, which not only lead to SEVERAL customer complaints and issues, but again...it makes agents concerned about job security. Especially after the company laid off like 60+ employees over the summer this last year. Additionally, the company simply stopped caring about its agents. Plain and simple. All the things we used to get that would boost morale just a little are now gone. No trivia. No gift cards. Teams hardly speak to each other anymore on slack when we used to chat and share. Expectations for QA are laughable. You'll get an autofail for anything. A customer talking over you incessantly for 20 minutes and you tactfully and empathetically interrupt to redirect so you can do your job? Autofail. QA thinks you don't have enough empathy in your tone even though the customer themselves said verbatim they were happy with your service and you did a great job? Still autofail. Oh, and leadership coverage in the mornings and on the weekend mornings is like nonexistent. On the weekends, agents are there starting at 5am but managers don't come in until 10am or so. So every call or issue you have in that time just has to go into a queue and you have to tell a customer you will get back to them and wait for a response from leadership. Listen. I've worked at worse companies, but I've also worked at better ones. And I can tell you for sure there are other comparable jobs out there that pay more for similar work. Will this be the worst job you've ever had? No. But they WILL burn you out, act like they want to help, then punish you for needing help. No concern. No grace. Not even for long-term dedicated employees. Know how I know? Because I was going through something very difficult in my personal life (and I don't use the word difficult lightly) and was also so burnt out and stressed due to being thrown on the phones again without notice, the lack of company organization, constant changes in expectations, unclear directions, being yelled at on the phone, cussed at by customers, called names, having my job/position criticized my customers, etc etc etc that I had to increase my antidepressants because I had a *medical issue* that put me in the hospital. Did the company care? No. But does any company ever care about their agents or workers? Not really, no. The last thing I will say is that before you accept an offer, take 60 seconds to look up who the primary shareholders of the company are and how much the Hims CEO is worth.