Customer Service Lead

Stitch Fix Austin , TX 78719

Posted 3 weeks ago

About the Team:

The Client Experience team is committed to creating an exceptional and personalized experience for our clients. We strive to ensure that our overall service offering is the best that it can possibly be. We pride ourselves on creating a fun and collaborative environment where we solve problems together. We're looking for bright, kind, goal oriented people and culture leaders who are relentlessly client focused to join our team.

About the Role:

As a Client Experience Lead, you'll develop, motivate, and manage a team of associates responsible for providing personalized service across a range of channels. As a leader on the team, you'll work closely with your Client Experience Supervisor to drive individual and team performance, improve the quality of service your team delivers and build strong culture across the larger CX team.

You're excited about this opportunity because you will:

  • Lead and manage a team of 5-15 Client Experience Associates by communicating objectives, providing performance feedback, and developing team members to provide exceptional customer service across a range of channels

  • Drive team members to meet and exceed productivity goals at the highest quality levels

  • Seek out information to make smart decisions for self, team, client and others

  • Identify and drive continuous improvement in the service level provided to our clients

  • Build relationships and culture on your team through fun, personalized, and productive interactions with your team members

  • Execute day to day business management duties including workflows, scheduling, shift approvals, meetings, and reporting

  • Demonstrate expertise in providing prompt, friendly, and professional support to clients via email, phone, chat and other channels

  • Resolve client tickets, support the resolution of escalated client issues, and escalate clients to the Client Experience Supervisor as appropriate

  • Lead impactful team meetings centered around the client experience

  • Screen resumes, interview and onboard agents and Leads to support business needs

  • Assist with or lead special projects outside of normal day to day responsibilities as directed

We get excited about candidates who have:

  • A Bachelor's degree or equivalent experience

  • 3-4 years of customer support or client services experience

  • 1-2 years of experience leading a team of 10+ customer support agents

  • Excellent written and verbal communication skills

  • Extensive experience with multi-channel support

  • Experience with and knowledge of Zendesk (this isn't a requirement, but definitely a plus)

  • A demonstrated ability to coach, develop, motivate and inspire teams

  • Strong analytical and problem solving capabilities

  • Exceptional interpersonal and communication skills

  • The skills and ability to manage time effectively in an unstructured environment

  • The ability to work non-standard business hours, including weekends & holidays

  • The ability to work full time in our downtown Austin office

You'll love working at Stitch Fix because:

  • We're a successful, fast-growing company with a start-up work vibe

  • We're a technologically and data-driven business

  • We have competitive pay and comprehensive health benefits

  • We're at the forefront of tech and fashion, redefining retail for the next generation

  • We're passionate about our clients and live/breathe the client experience

  • We get to be creative on a daily basis

  • We have a smart, experienced leadership team that wants to do it right & is open to new ideas

  • We believe in autonomy & reward taking initiative

  • We have fun! Free lunches, a fully-stocked snack & drink pantry, regular happy hours, lunch-and-learns, all-hands meetings and fun events.

About Stitch Fix

At Stitch Fix, we're about personal styling for everybody and we believe in both a service and a workplace where you can be your best, most authentic self. We're the first fashion retailer to combine technology and data science with the human instinct of a Stylist to deliver a deeply personalized shopping experience. This novel juxtaposition attracts a highly diverse group of talented people who are both thinkers and doers. All of this results in a simple, powerful offering to our customers and a successful, growing business serving millions of men, women, and kids. We believe we are only scratching the surface on our opportunity, and we're looking for incredible people like you to help us carry on that trend.

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Customer Service Lead

Stitch Fix