Client Support BPO Associate

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.

About the Role

The CS BPO Associate will be pivotal in maintaining operational efficiency, providing crucial administrative support, and ensuring the seamless delivery of exceptional client services via our outsourced teams. Reporting directly to the Client Support BPO Manager, this position requires high organizational skills, attention to detail, and the ability to manage multiple tasks efficiently. 

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...

• Identify and analyze trends to drive continuous improvement among external agents and provide 1:1 coaching to BPO agents & BPO Team Leads. 
• Lead initiatives and continuous improvement efforts to support BPO efficiency and Quality.
• Own the development and maintenance of Standard Operating Procedures (SOPs), ensuring accuracy and accessibility.
• Serve as a BPO advocate by facilitating communication and support, maintaining strong relationships, and fostering collaboration through understanding different cultures in a global BPO environment.
• Participate in vendor Weekly Business Reviews, sharing best practices and feedback, and actively contribute ideas and suggestions to improve BPO team performance and customer satisfaction.
• Act as a resident process expert and consult on cross-functional projects to help create new processes.
• Stay updated on CS ticket processes in support of executing ticket demos and process support. 
• Partner closely with the Performance Excellence team to evaluate BPO team improvements and strategies. 

We’re excited about you because… 

• You have 5+ years of experience handling complex client-facing issues and delivering solutions via email, live chat, and phone with an ability to manage multiple internal platforms on a regular basis.
• You have demonstrated the ability to identify trends and demonstrate a comprehensive understanding of broader business perspectives. You can also recognize when to involve others to enhance the visibility of BPO performance.  
• You have demonstrated the capability to operate autonomously, identifying the best path forward in novel situations while effectively managing competing priorities. 
• You have a history of building strong relationships with CS and cross-functional partners and leveraging these partnerships to successfully complete initiatives. 
• You model the Stitch Fix OS and have a proven track record of accepting feedback, implementing changes for personal growth, and delivering kind, direct, and actionable feedback.
• You excel in ambiguous situations by approaching with curiosity and proactively seeking the right partners and information to determine the best solutions. 
• You have direct experience with impact analysis of organizational-level changes within the project management lifecycle and are familiar with project management tools such as Asana.
• You can work non-standard business hours that may include evenings until 8 pm, weekends, and holidays.

Why You’ll Love Working at Stitch Fix

• We are a group of people who are bright, kind and motivated by challenge. You can be your authentic self here, and are empowered to encourage others to do the same!