CX Strategy & Standards Manager bei Tapstitch

Description

About Tapstitch

Tapstitch is redefining the future of creative commerce through an AI-powered fulfillment platform that enables brands and creators to design, produce, and dropship apparel with unmatched speed, quality, and precision. We’re building a world-class experience that fuses technology, craftsmanship, and human touch — where customer experience is not a department, but a differentiator.

Role Overview

The Customer Experience Strategy & Standards Manager is responsible for operationalizing Tapstitch’s new standard for premium service—transforming high-level CX vision into tangible, repeatable behaviors that inspire trust, create loyalty, and reflect our brand at its best.

This role defines and scales Tapstitch’s global service model through the lens of U.S. customer expectations, building the SOPs, brand voice systems, and channel strategies that set a new benchmark for real customer connection and, over time, a modern AI-enabled support model. The initial focus will be overhauling all SOPs to align with U.S. consumer expectations and elevating our global support team to deliver a truly premium experience—one that is personalized, resolution-forward, and rooted in relationships and trust.

As the role evolves, it will expand into service design architecture, optimizing workflows and leading hands-on prompt engineering to craft a best-in-class AI + human support ecosystem that drives first-contact resolution, CSAT, and lasting brand loyalty.

In partnership with CX Leadership, this role will define and uphold Tapstitch’s global service standards, ensuring every interaction worldwide reflects our premium brand tone, delivers five-star consistency, and turns exceptional service into a driver of advocacy and word-of-mouth growth.

You’ll analyze where we’re missing the mark, identify opportunities to elevate quality and consistency, and design the templates, playbooks, and processes that make five-star experiences the default. Blending service design thinking with operational precision, you’ll bring structure and clarity to our communication, coach teams through new expectations, and ensure every customer interaction delivers reassurance, accountability, and resolution—strengthening both our brand and operational excellence.

This role also oversees the CX Strategy & Standards function, including QA & Training, which together define and uphold Tapstitch’s service quality, brand tone, and knowledge standards across all delivery sites.

Key Responsibilities

1. 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.

2. Service Recovery & Experience Design

• 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.

3. Channel & Experience Optimization

• 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.

4. Product Knowledge Integration & CX Enablement

• 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.
• 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.
• Partner with CX Excellence post-launch to monitor real-time accuracy, customer comprehension, and training effectiveness, closing any identified knowledge gaps.

You’ll Thrive If You:

• Hold an extremely high bar for customer experience, constantly seeking the most human, proactive, and trust-building path — whether it’s through a person or intelligent automation.
• Lead with the north star of incredible service, while using benchmarks, ROI modeling, and retention data to make smart, balanced investments that scale sustainably.
• Think like both a hospitality designer and an operator, crafting elevated experiences that are emotionally resonant and operationally sound.
• Love translating big-picture CX vision into actionable tools and playbooks that empower global teams.
• Are energized by transforming complex challenges into moments of clarity, connection, and measurable impact.
• Believe that great service isn’t accidental: it’s designed, documented, and delivered through people and systems working in harmony.

Requirements

• 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.