Sr. Customer Experience (Cx) Content And Communications Analyst

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. We connect consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to sexual health, hair care, mental health, skincare, primary care, and more.
With products and services available across all 50 states and Washington, D.C., Hims & Hers is on a mission to help the world feel great through the power of better health. We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. We normalize health & wellness challenges—and innovate on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so we provide access to personalized care designed for results. At our core, our mission is deeply personal—because we too are customers.
In January 2021, the company was listed on the NYSE and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com .
About The Role
The Sr. Customer Experience (CX) Content and Communications Analyst will drive the development of customer support content including the customer-facing Help Center, messaging templates, and other internal knowledge documents. An expert with voice and style, this person will create engaging, professional, customer-centric content, possessing the ability to easily explain the most complex topics. They should work collaboratively with a shared vision but also have the experience to make recommendations on style, structure, and content. Their primary focus will be to curate the content that is necessary to support the broader Customer Experience (CX) team, and determine when and how that content should be prepared and delivered. The ideal candidate has a track record of driving enterprise-level content strategy and managing complex projects with multiple stakeholders and competing priorities. They will possess strong written & verbal communication skills and an ability to translate ambiguity and incomplete information into a colorful story. The ideal candidate is an expert content creator as well as operational leader who can enhance communication strategy and content management processes and outcomes.
You Will

• Optimize and maintain customer-facing help center content to ensure effectiveness
• Ensure help center content is aligned with marketing and legal guidance
• Ensure updates are engaging and easily consumable for their intended audiences
• Collaborate with training to ensure all information needed for builds ahead of launches is available and clear
• Use knowledge of learning styles to help deliver a variety of content types to ensure effective messaging
• Scope and own communication & content deliverables related to all changes impacting front-line teams, with support from CX Project Manager
• Create and maintain project communication plans for launches and changes of all sizes to ensure the CX team is prepared
• Evaluate common customer questions and contact trends, collaborate with subject matter experts and create appropriate supporting content
• Facilitate regular review of internal CX content (including macros, knowledge base resources, etc) for accuracy and update when necessary
• Measure, track, and analyze success of content and communications and utilize insights to optimize efficiency and effectiveness of content

You Have:

• Skilled in using a variety of content types to reach a variety of learning styles
• Strong creative and technical writing skills
• Ability to balance attention to detail with efficient execution in a fast-paced environment with concurrent deadlines
• 5+ years experience in and/or supporting customer-facing teams, preferably in Customer Service, Knowledge Management, Enablement or similar
• Self-starter mindset with a bias for action who also thrives when collaborating with working teams
• Expert at using data, user research, and industry trends to inform content decisions
• Experience creating successful customer-facing and internal content experiences
• Excellent problem solving and proactive communication skills with a high attention to detail and quality
• 2+ year experience managing multiple mid-to-large size projects concurrently
• 2+ experience in effectively determining the appropriate means of communicating changes to large, distributed teams
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
• Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
• A Bachelor’s degree

Our Benefits (there are more but here are some highlights):

• High-coverage medical, dental & vision
• Access to Amazon HIMS Store to order any additional equipment to ensure you have the gear you need
• Unlimited PTO (10 holidays off), Mental Health days (1 day off per quarter)
• Employee Stock Purchase Program
• 401k Match
• $75 monthly connectivity stipend (phone/internet)
• Offsite team retreats
• Employee discounts on hims & hers & Apostrophe online products, and at the Apple Store
• Great compensation package, including equity
• Generous Parental Leave
• An inclusive culture where we are always looking for improvement and cherish your input
• Mental health & wellness benefits

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance .
Outlined below is a reasonable estimate of H&H’s compensation range for this role.
H&H also offers a comprehensive Total Rewards package that includes equity grants of restricted stock (RSU’s) so that H&H employees own a piece of our company.
The actual amount will take into account a range of factors that are considered in making compensation decisions including but not limited to, skill sets, experience and training, licensure and certifications, and location.
Consult with your Recruiter during any potential screening to determine a more targeted range based on the job-related factors. We don’t ever want the pay range to act as a deterrent from you applying!
An estimate of the current salary range for US-based employees is
$55,000 — $65,000 USD
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, you may contact us at [email protected] .