Stitch Fix Customer Service Lead in Austin, Texas
Customer Service Leadat Stitch Fix(View all jobs)
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 smart, kind, goal oriented people and culture leaders who are relentlessly client focused to join our team.
About the Role
As a Customer Service Lead, you’ll coach, motivate, and manage a team of customer support agents. You’ll also work closely with the Client Experience management team to evaluate team performance and execute new and existing processes and policies with the goal of delivering a seamless and exceptional experience for our clients.
You're excited about this opportunity because you will...
Lead and manage a team of 5-15 Customer Service Agents by communicating objectives, providing performance feedback, and developing team members to be their best selves
Coach, motivate, and inspire a team of associates to deliver outstanding service
Build relationships through fun, personalized, and productive interactions with your team members
Drive team members to meet and exceed ticket expectations; continuously help associates to become more productive and efficient
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 and possibly phone and chat
Resolve client tickets and support the resolution of escalated client issues
Identify opportunities to improve products and processes to better address the needs of our clients and drive overall associate efficiency
Take on special projects outside of normal day to day responsibilities as directed
We're excited about you because you have...
A Bachelors 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 email, phone, and chat support channels
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 full time in our downtown Austin office
The ability to work non-standard business hours, including weekends & holidays
You'll love working at Stitch Fix because we...
Are a successful, fast-growing company with a start-up work vibe
Are a technologically and data-driven business
Offer competitive salaries, equity and comprehensive health benefits
Are at the forefront of tech and fashion, redefining shopping for the next generation
Are passionate about our clients and live/breathe the client experience
Get to be creative on a daily basis
Are a smart and experienced leadership team that wants to do it right & is open to new ideas
Believe in autonomy & taking initiative