Job Description 

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands worldwide. The team oversees all contact center experience and operations. The team is also responsible for communicating and training on new initiatives, providing strategic support to merchandise and omnichannel operations, dictating staffing and payroll guidance, and maintaining store technology. In addition, the team coordinates with corporate partners on opportunities and challenges related to customer impacts and store operations.

As a Customer Care Supervisor, you will play a pivotal role in guiding our internal Customer Care operations to elevate the customer experience. You will champion new initiatives, drive continuous improvement, and help build a team that not only delivers results but also serves as a talent bench for the organization. This role is about more than metrics—it’s about fostering a culture of care, coaching associates to excel, and ensuring every customer interaction reflects our commitment to service.

This is a dynamic role that requires a strong problem-solving mindset and the ability to collaborate across multiple teams to drive positive outcomes for our customers.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Lead & Develop Your Team: Educate, motivate and coach associates to reach their highest potential.  Serve as a mentor, helping your team achieve career goals while embodying our service promise and company values.
• Participate in the hiring and onboarding process to build a team of talented, service-oriented professionals who are excited to represent our brand.
• Oversee a wide range of specialized contact types including fraud queues, tier 2 escalations, social media interactions, website ratings and reviews, and Better Business Bureau (BBB) complaints.
• Personally oversee all customer contacts escalated to the executive team, ensuring prompt, empathetic, and thorough resolution. You will take ownership of each case from start to finish, collaborating with key stakeholders as needed, while upholding the brand’s reputation for exceptional service. Provide insights and recommend process improvements to leadership to help prevent future escalations and enhance overall customer satisfaction.
• Test and validate new functionalities within Customer Care tools, providing documented feedback and working closely with leadership to influence product roadmaps and prioritize tool enhancements.
• Responsible for delivering on the expectations of the key performance indicators for the Home Office customer care team, inclusive of customer satisfaction scores, quality assurance and productivity. Ensure all SLAs and SOPs are achieved and adhered to.
• Act as a resource for store leadership and internal teams to resolve escalations, share insights, and provide solutions that align with our brand’s service standards.
• Participate in Customer Care projects as needed
• Provide leadership support during weekend operations as part of the rotational on-call process

What Do You Need To Bring? 

• At least 2 years of leadership experience, preferably in retail or customer-facing roles
• Experience in resolving escalated customer issues
• Proven ability to coach, develop, and inspire team members to continuously improve their performance
• Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities
• A commitment to fostering a positive work environment, and the ability to accept and provide constructive feedback
• Passion for service and developing customer loyalty
• Bachelor’s Degree preferred, but equivalent experience will be considered

   

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.  

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER