All in all- your job is 100% customer service. On most days, you will spend 8 hours a day writing emails to clients. Or if you choose to move to multichannel, you’ll be doing phone and chat. They do try to be upfront in the interview about this now, but not when I started. I truly didn’t realize it was full customer service when I started years ago. This can be extremely draining- it’s very tough to talk to clients all day and as I was a senior agent, most were upset and escalated which can definitely take a toll. We also have a high goal to meet and most leads will harp on metrics constantly. It’s not always an easy goal to meet- also frustrating that most leads are externally hired so don’t realize how tough the role actually is as they haven’t done it. The company also has a very strong “the customer is always right” perspective so some clients got away with very disrespectful behavior and I couldn’t fight it. Raises are also few and far between and while the pay isn’t horrible for Austin, it’s not enough. You’ll have to find your own parking - you get a stipend but it’s not enough so I ended up paying quite a bit out of pocket to get to work.
All in all, I do think stitch fix is a cool company and I’ve learned a lot while working there! I would never go back to this type of customer service work, though. If you work in the CX office just know what you’re getting yourself into.
