Customer Service Lead

Company: Stitch Fix
Location: Austin
Posted on: February 22, 2021

Job Description:

The Client Experience team is committed to creating an exceptional and personalized experience for our clients. We strive to provide exemplary service to our Clients, and pride ourselves on creating a fun and collaborative environment where we solve problems together. You're excited about this opportunity because you will:

• Lead, coach, and develop a team of 8-12 CX Agents by monitoring performance and providing feedback
• Execute day to day business management duties including real-time workflows, scheduling, shift approvals, and reporting
• Support the resolution of escalated client issues, escalate when appropriate, and report on trending issues
• Lead impactful team meetings centered around the client and agent experience
• Seek out information to identify gaps, drive continuous improvement, and lead special projects--
• Monitor and develop high performers, supporting a Leadership pipeline We are excited about you because you:
  • Have a Bachelor's degree or equivalent experience
  • Have 3 - 4 years experience in a dynamic, client-focused environment
  • Have 1 - 2 years of experience coaching, developing, and inspiring teams--
  • Have extensive experience with multi-faceted customer support
  • Are a quick learner and tech savvy, proficient with systems--
  • A highly analytical problem solver
  • Have exceptional communication skills--
  • Are a master time manager and know how to coach others to be the same
  • The ability to cover rotating night and weekend shifts Why you'll love working at Stitch Fix
    • We celebrate having an inclusive culture where you feel inspired to be your best and most authentic self--
    • You'll be an integral part of an organization that is on the cutting edge of changing the way people find what they love
    • We love solving problems, thinking creatively, trying new things, and having fun while we work
    • We offer competitive salaries and Total Rewards packages 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 of our opportunity, and we're looking for incredible people like you to help us carry on that trend. Have you previously been employed by Stitch Fix in any capacity? --*
      Yes
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      How did you first hear about this job opportunity? --*
      Are you authorized to work lawfully in the United States for Stitch Fix? --*
      A Stitch Fix CX Lead can manage a team of 20-25 CX Agents. This role requires previous experience in directly growing and developing teams. Please tell us how many years of previous Leadership experience you have. --*
      Please tell us a little more about the size of your previous teams and your experience managing them (250 text). --*
      Will you now or in the future require Stitch Fix to commence ("sponsor") an immigration case in order to employ you (for example, H-1B or other employment based visa application)? --*
      At Stitch Fix, we value diversity. To learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in the confidential survey below. Providing this information is optional. It will not be accessible to recruiters, hiring managers, or used in the hiring process, and it has no effect on your opportunity for employment. Reasonable Accommodation Notice:-- Reasonable accommodations are available to qualified individuals with disabilities to assist in the application and hiring process, upon request. Gender
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Keywords: Stitch Fix, Austin , Customer Service Lead, Hospitality & Tourism , Austin, Texas