Stitch Fix Customer Service Lead in Austin, Texas

Customer Service Leadat Stitch Fix(View all jobs)

Austin, TX

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