Client Support Coordinator

Stitch Fix

7h•$24 - $24

About The Position

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. 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.

Requirements

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

Responsibilities

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.