Remote, USA
About Stitch Fix, Inc.
Stitch Fix (NASDAQ: SFIX) is the leading online personal styling service that helps people discover the styles they will love that fit perfectly so they always look - and feel - their best. Few things are more personal than getting dressed, but finding clothing that fits and looks great can be a challenge. Stitch Fix solves that problem. By pairing expert stylists with best-in-class AI and recommendation algorithms, the company leverages its assortment of exclusive and national brands to meet each client's individual tastes and needs, making it convenient for clients to express their personal style without having to spend hours in stores or sifting through endless choices online. Stitch Fix, which was founded in 2011, is headquartered in San Francisco.
We're currently not hiring CS Coordinators in Alaska, California, Colorado, Connecticut, Hawaii, Illinois, Maine, Massachusetts, Montana, Nevada, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Vermont, Washington, and all Non-State US Territories.
About the Role
As our CS Coordinator, you will play a pivotal role in ensuring exceptional client experiences and upholding our brand's reputation for excellence. You will spearhead outlier case management, leveraging your expertise in recovery outreach and brand management to resolve issues and enhance client satisfaction. You'll also provide real-time Slack support for BPOs, engage across channels—cards, phone, email, chat, and Apple Messaging for Business—to resolve inquiries efficiently. This role reports directly to a CS Operations Team Lead.
About the Team
The Client Support Team at Stitch Fix is committed to delivering an exceptional client experience that ensures our overall service offering is easy, helpful, and personalized. We are building an elite team of client-focused people who work diligently to quickly and creatively solve our clients’ issues and questions. The Client Support (CS) Operations team is responsible for delivering best-in-class service to our clients and improving the overall effectiveness of the global CS operations. As a member of this dynamic team, you will have the opportunity to partner on operational challenges, contribute to change and innovation, and collaborate with other talented cross-functional teams at Stitch Fix.
You’re excited about this role because you will...
- Support client inquiries through multiple channels, including: hand-written cards, email, chat, phone, Social and Apple Messaging for Business.
- Utilize data and client feedback to personalize outreach efforts effectively.
- Conduct targeted outreach to clients who have experienced issues to resolve their concerns and restore their confidence in the brand.
- Continuously seek ways to improve response times and client satisfaction metrics.
- Provide real-time support via Slack or other communication tools to BPO and internal teams, helping them reduce errors and improve the overall client experience.
- Organize and guide weekly Slack Lead standups with support from your leader, prioritizing peer success and quality-focused coaching
- Test new processes to improve client support, ensuring efficiency and scalability. Incubate these processes until they are ready to be outsourced, ensuring smooth transitions and adherence to quality standards.
- Provide feedback and insights to help shape agent workflows, product improvements, and policy changes.
We’re excited about you because you…
- You have 3+ years of experience in a senior customer support role.
- You have deep experience navigating + solving complex and sensitive client issues. You have a proven track record of creating amazing client experiences by communicating effectively in real time and in multiple channels, including: hand-written cards, email, chat, phone, Social and Apple Messaging for Business.
- You are consistently available to work non standard business hours. Applicants need to be available until 8pm CT and have either Saturday OR Sunday availability. CS Coordinators, work a baseline schedule of Monday through Friday with rotating weekend coverage, ensuring availability to support operations as needed
- You have experience consistently meeting or exceeding performance standards.
- You have previous experience providing direct client support while also owning specialty program work, delivering hands-on, white-glove service to resolve complex issues, strengthen relationships, and create standout client experiences.
- You have previous experience providing real-time support via Slack or other communication tools to BPO and internal teams, helping them reduce errors and improve the overall client experience.
- You have experience independently assessing what decision to make with both a client and the business in mind when there isn’t an established protocol and a judgment call is needed in real-time
- You have a proven track record of punctuality and consistently maintain reliable attendance, which you understand are essential in this role
- You have a proven track record of punctuality and consistently maintain reliable attendance, which you understand are essential in this role
Compensation and Benefits
This role will receive a competitive salary and benefits. The salary for US-based employees hired into this role will be aligned with the range below, which includes our three geographic areas. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, location, and performance. In addition, the position is eligible for medical, dental, vision, and other benefits. Applicants should apply via our internal or external careers site.
Salary Range
$24 - $24 USD
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