About Us

Taylor Stitch is an innovative clothing company headquartered in San Francisco, CA. Our hardworking team of 30 (and growing) designs and sells timeless, overbuilt apparel. New products are released every week and we enable customers to shop in-stock or pre-order from our workshop.

Our Values

• Operate with Integrity
• Customers First
• 1% Better Everyday 

The Head of Customer Experience is the keeper of customer happiness. This individual defines how Taylor Stitch engages with its community through support, social media, and community building efforts. They are also at the core of how we surprise and delight customers to keep our loyal friends coming back, and bring more into the fold.

The Head of CX leads a multi-faceted day, where decision-making, coaching, critical thinking, communicating, and organizing are crucial qualities to have as an individual with ownership over the TS customer experience. As a team-player, the Head of CX will regularly collaborate and liaise with marketing, inventory planning, front-end web development, and product teams. This position is unique in that it requires both creative and operational muscle to excel – a healthy balance of art and science!

Daily responsibilities include:

• Thinking proactively about our customers' needs and wants
• Managing our support team, a group of experienced customer support experts contracted from around the country.
• Triaging questions from the support team daily through Slack.
• Training and supporting the CX team to a standard of excellence, including but not limited to routine ticket and chat QA to identify areas of strength and improvement.
• Keeping Zendesk, the central hub for all customer support, neat, tidy, and running efficiently.
• Updating and reporting on KPIs through Zendesk Insights.
• Engaging with our community on social media channels as needed: Facebook, Instagram, Twitter, StyleForum, Reddit.
• Always thinking outside the box with customer-facing and back-of-house support operations: how can TS have the best support operation both for our customers and for our team?

Other responsibilities include:

• Collaborating with the marketing team to build our loyalty and rewards program.
• Strategizing with the marketing team on creative retention efforts to increase loyalty.
• Routinely monitoring and synthesizing product feedback through support feedback and return/exchange data (Returnly); communicating findings to the product team and inventory planning team to better inform product development and sales strategy.
• Escalating web issues gleaned through customer feedback to the web development team.
• Working with our inventory planning software (Stitchlabs) and 3PL (Whiplash); escalating any issues to the appropriate teams.
• Communicating as with our accounting lead regarding risk analysis in customer orders, as needed.

You are a driven to win, competitive and intellectually curious individual. You have experience with Zendesk and have worked in CX before or have experience which is applicable to it. You are flexible, passionate and a team player. You are comfortable with scrappy environments, where one must do a lot with a little and where speed matters.  You are a self-starter and have a deep passion for this field.

• Bachelor's degree.
• At least 3 years of relevant, customer service experience. 
• A passion for clothing and style.
• Excellent writing and communication skills.
• High proficiency in Zendesk.
• Strong business acumen.
• Shopify experience a plus.

• Hit that button that says, 'I'm Interested'. 
• You can connect with Facebook or Linked In, or choose "Apply With Resume".
• Upload resume and link to your portfolio.
• Before you submit, write a quick note letting us know why you are a great fit for our team.