Styling Support Agent

October 29, 2024

About The Role

As a Styling Support Agent, you will play a key role in providing day to day support to our Styling Field team, consisting of over 5,000 Stylists and 225 field leaders globally (US and UK). You will be responsible for monitoring the escalations through our ticketing system and online community, prioritizing issues, and responding with the level of urgency needed to ensure quick resolution and limited disruption to business operations.

Escalations may include questions or obstacles. Stylists may seek the team’s help related to technology, merchandise, inventory levels, policy and operational process questions or communication they’ve received. You will also help contribute to the support tracking systems to identify educational opportunities for Styling or visibility to cross-functional business partners to support Stylists’ needs.

This role is critical to Styling Field operations running smoothly and efficiently. It requires solid interpersonal skills, excellent written and verbal communication skills, and the ability to work both autonomously and collaboratively. Your role will be a part of a Styling Support team under the leadership of the Manager of Styling Operations.

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You’re excited about this opportunity because you will…

Monitor and respond to all Styling Field Escalations
- Responsible for monitoring and resolving escalations for Stylists and Leaders as the first line of support for the field.
- Diagnose Stylist issues by asking a series of questions to identify the root cause and determine the applicable solution.
- Identify the correct level of urgency to respond to escalations within the time commitments to the Styling Field.
- Partner with cross-functional teams, using a streamlined approach to resolve issues in an efficient and timely manner.
- Navigate complex and new situations by leveraging your knowledge of Stylist tools and processes.
- Provide both informative and educational responses when responding to tickets depending on the level of coaching required.
- Continuously grow your knowledge of Stitch Fix and the Styling Organization by learning new initiatives that impact the Styling Organization to remain current on areas of support.

Monitor and respond to the Styling online community

Be a trusted business partner for the Stylist community to respond to or redirect questions raised by Stylists on the internal communication platform to the applicable business partners.
Communicate information to the Styling field to inform Stylists and Leaders of active issues, urgently when necessary.
Have a strong understanding of the role you are communicating to and tailor responses or communication accordingly.
Update self-service resources on the Styling communication platform to help address frequently asked questions.

Analyze field feedback and provide department-specific reporting

Create and analyze reporting to identify ticket trends that result in educational or feedback opportunities for cross-functional departments (Merchandising, Technology, Education Team)
Act as the voice of the field by understanding Stylist obstacles and advocate for them with confidence, credibility, and diplomacy.

Support Styling Field Operations projects as needed

We’re excited about you because you...

Have a Bachelor’s degree preferably in business administration or communications
Have at least 3-5 years of work experience in a Support Center and/or Retail Operations
Have a depth of experience responding to a high volume of support requests or escalations (i.e. technology, merchandising) for remote field support programs
Have strong problem-solving skills with the ability to identify, research and analyze problems, determine alternative solutions and create action steps
Have strong organizational skills to contribute to issue/feedback tracking systems
Have experience working within support ticketing systems
Are able to effectively work under pressure, with a sense of urgency and have an ability to navigate levels of priority
Have excellent written and verbal communication skills to correspond with Stylists and clearly articulate escalation details
Thrive in high-volume, fast-paced and feedback-driven environments
Are flexible to support our remote workforce in both the US and the UK
Experience with both G Suite and Excel functions and features preferred
Are continuously open to constructive, developmental feedback
Are able to travel at least two weeks per quarter
Are, above all else, bright, kind and motivated by challenge
This role has the ability to work remotely and will support Eastern Time Zone hours

You’ll love working at Stitch Fix because we...

Are a successful, fast-growing company with a start-up work vibe
Are a technologically and data-driven business
Offer competitive salaries, equity and comprehensive health benefits
Are at the forefront of tech and fashion, redefining shopping for the next generation
Are passionate about our clients and live/breathe the client experience
Get to be creative on a daily basis
Are a bright and experienced leadership team that wants to do it right & is open to new ideas
Believe in autonomy & taking initiative

About Stitch Fix

At Stitch Fix, we’re the first fashion retailer to blend expert styling, proprietary technology and unique product to deliver a refined shopping experience. Using a blend of art and science, we deliver a deeply personalized shopping service to our customers. This novel juxtaposition—at once analytic and artistic, technical and adventurous—attracts an extraordinary collection of talented people who are both thinkers and doers. Our diverse workforce has catalyzed enormous company growth over the past three years in terms of customer satisfaction and service efficacy. We’d love for you to help us carry on the trend.