About Us

Taylor Stitch is a men's lifestyle company headquartered in San Francisco, CA. We design and sell timeless, high quality clothing and accessories and leverage customer feedback through every phase of our operation. Each week, we unveil new designs in our crowdfunded “Workshop” platform, but only produce the products and quantities our customers demand.

Our Values

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

This individual will work in partnership with the Director of Customer Experience to drive the strategic vision of the CX Department. As an inspiring leader they will help guide the team of CX Coordinators, the gatekeepers of brand and product, through customer communications across email, chat, social, retail, phone, and future touch points. 

Proactively identifying customer needs and wants, they will elevate customer communication strengths and escalate opportunities to workshop new methods to assist in creating a world-class customer journey. Bringing an entrepreneurial spirit, the Customer Experience Manager is inspired to bring long and short-term ideas to the table through data-driven analytics and customer feedback.

An opportunity to develop a newly founded department at the frontier of the business and act as the customer champion for Taylor Stitch.

Daily responsibilities include:

• Being proactive as to anticipate about our customers' needs and wants to deliver an amazing experience.

• Helping build and manage our support team, a group of experienced customer support experts in-house.

• Triaging questions from the support team daily.

• 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 we 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.

• Assist in building a program surrounding agent training through reading materials and manuals.

• Pilot tests to drive long term strategic priorities by creating detailed project plans and actionable implementation strategies.

• 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.

• Managing the schedule to make sure we have no lapse in amazing service during our advertised hours.

• Refining CX manuals for new hires.

• Partnering with product team to run online education seminars so your team knows the benefits of every single product we make.

A Little More About You:

You love the amazing stories behind the product and making the people purchasing them happy. You love the opportunity to surprise and delight our community. You love turning a bad situation into an amazing experience. You are empathetic, compassionate and caring. You are a brand champion and will be able to recite the story to get customers deeply ingrained in our community.

You are a driven to win, competitive and an 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 to be hospitable and make people happy.

Interested? Take these next steps...

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