Tapstitch | Make fashion · 2 months ago
CX Strategy & Standards Manager
New York, NY
Full-time
Onsite
Senior Level
6+ years expTapstitch is redefining the future of creative commerce through an AI-powered fulfillment platform. The Customer Experience Strategy & Standards Manager will operationalize the company's new standard for premium service, focusing on building service models, enhancing customer interactions, and ensuring consistent brand tone across all customer touchpoints.
Apparel & Fashion
Responsibilities
Build and Operationalize Service Standards
Develop and maintain Tapstitch's CX standards, policies, and tone frameworks, translating brand principles into daily operational guidance
Conduct a full audit of pre- and post-sales inquiries to identify where customer experiences, agent workflows, or processes fall short and design specific improvements that drive satisfaction, efficiency, and loyalty
Write and maintain response templates and resolution playbooks, ensuring global teams can deliver clear, confident, and brand-aligned communication
Build and maintain issue-specific response templates and tone guides that enable global partner teams to deliver clear, reassuring, US-English communication
Provide tooling: grammar/checker tools, AI assist for rewrite-to-tone, glossary of Tapstitch terms, and pre-send quality gates
Design for scalability, starting with Tier 1 explicit guidance, then creating adaptive frameworks for higher-tier teams who operate with greater discretion
Partner with QA and Training to embed these standards into daily coaching, performance calibration, and enablement materials
Oversee the QA & Training roadmap to ensure service standards are continuously reinforced through calibration, coaching, and learning design
Translate QA insights into actionable standard updates and training improvements
Focus on support recovery as a differentiator: when things go wrong, design how we make it right
Craft playbooks that help agents transform a negative event into a story of care, generosity, and proactive follow-through
Partner with CX Operations and Delivery Success to build proactive recovery models, identifying issues before they surface and designing system or communication triggers to mitigate impact
Use service design thinking to evaluate end-to-end support touchpoints and ensure recovery pathways are intuitive, empathetic, and aligned with the overall customer journey
Develop closed-loop feedback systems to capture learning from every recovery event and feed it into training, product, and marketing
Collaborate with Marketing on 'service-aware' re-engagement campaigns, ensuring customers feel seen and valued after a service interaction
Ensure recovery frameworks and empathy standards are reflected in QA rubrics and ongoing training modules
Evaluate and recommend channel strategy improvements to modernize our support experience, ensuring customers can access the right help, through the right medium, at the right time
Leverage our Academy platform to deliver engaging, video-based knowledge experiences that reinforce new service standards. Build 'micro-lessons' to help troubleshoot common questions and archive/update as relevant
Contribute to the design and rollout of Tapstitch's Agentic AI system, defining ideal SOPs for AI behavior and documenting any variances between AI and human handling to ensure brand consistency
Partner cross-functionally to ensure CX standards are seamlessly embedded into tools, systems, and automated pathways
Partner with CX Excellence to align channel design and response pathways with operational performance insights and real-time execution data
QA & Training sits within the Strategy & Standards function and plays a critical role in ensuring all product and policy changes are effectively documented, trained, and quality-assured before launch
Serve as the CX point of contact for new product or feature launches, ensuring all customer-facing information (pricing logic, customization options, policies) is accurate, aligned, and documented
Partner with Product and QA & Training to translate new features into clear CX enablement materials and frontline guidance
Coordinate the internal rollout of new product knowledge through QA & Training, ensuring all global teams receive updated materials, macro templates, and launch briefings ahead of go-live
Own the process of knowledge release — verify that every new product or change is reflected in internal documentation, macros, and training content before launch
Identify recurring gaps in frontline understanding and recommend updates to training or standards to close them
Collaborate with QA & Training to ensure post-launch feedback (customer confusion, edge cases) informs future documentation and product improvements
Partner with CX Excellence post-launch to monitor real-time accuracy, customer comprehension, and training effectiveness, closing any identified knowledge gaps
Qualification
Required
6-10 years of experience in Customer Experience, Service Design, or CX Operations, ideally in eCommerce, SaaS, or premium service environments
Proven track record of building CX standards, templates, or playbooks that improved consistency and customer satisfaction
Demonstrated experience building closed-loop feedback systems that convert customer insights into action through structured VOC frameworks and cross-functional follow-through
Excellent writing and editing skills, especially in designing responses for multilingual or ESL teams
Experience conducting process audits and implementing measurable improvements
Strong understanding of service recovery strategy and its link to retention, advocacy, and brand loyalty
Skilled in cross-functional collaboration, particularly with training, QA, operations, and marketing
A creative yet disciplined thinker — equally comfortable drafting a tone guide as you are analyzing process inefficiency
Ability to work flexibly—our community isn't limited to 9-5
Benefits
Be part of a mission-driven team transforming the future of creator commerce
Competitive compensation and equity package
Mostly in-person work setup with team HQ in NYC
Medical, dental, and vision insurance
The opportunity to be a part of a high-growth startup building from 0-1
Company
Tapstitch | Make fashion
Tapstitch is the all in one-in-one solution that empowers entrepreneurs to start and scale successful fashion brands.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase