Client Support Team Lead

Stitch Fix

2h•$60,000 - $95,000•Remote

About The Position

Stitch Fix is redefining retail by combining human creativity with advanced data science and generative AI. The Client Support team is committed to delivering an easy, helpful, and personalized client experience, while Client Support Operations focuses on high-quality service and continually improving global support operations. The Client Support Team Lead leads, develops, and motivates a remote team of 8–12 Client Support Coordinators who provide personalized service by phone, chat, and email. Reporting to the Client Support Manager, the lead drives individual and team performance, strengthens service quality, and fosters a collaborative, client-focused culture. The role balances daily operational leadership with coaching, performance management, and continuous improvement, while helping the team adapt to changing business needs, processes, and technologies. The position offers a competitive salary and benefits. US-based employees hired into the role receive a salary within the stated range, with compensation determined by factors including professional background, experience, location, and performance. The position is eligible for medical, dental, vision, and other benefits.

Requirements

At least 4 years of customer or client support experience across multiple service channels, including phone, email, and chat, with at least 2–3 years directly leading client-facing teams.
Demonstrated experience coaching, developing, and managing individual contributors, including setting performance expectations, delivering feedback, addressing performance concerns, and building engaged, resilient teams.
Strong understanding of customer support performance metrics, including productivity, quality, and client satisfaction, and ability to analyze trends and turn insights into coaching and operational improvements.
Experience managing daily team operations, including workflow coordination, scheduling, shift approvals, meetings, and performance reporting in a fast-paced service environment.
Exceptional written and verbal communication skills, including the ability to give clear direction, navigate challenging conversations, resolve escalations, and build productive cross-team relationships.
Strong organizational, time-management, and problem-solving skills; ability to manage competing priorities independently, exercise sound judgment, and lead through ambiguity and change.
Experience leading remote teams through personalized coaching, intentional engagement, and effective performance-management practices.
Comfort using customer support platforms, performance-management systems, project-management tools, and AI-enabled technologies to improve team effectiveness and operational outcomes.
Ability to provide on-call support outside standard business hours as needed for urgent client escalations, operational issues, or brand-sensitive situations.
May be required to sit for extended periods, use a computer or other office equipment, and communicate effectively verbally and in writing.

Nice To Haves

Experience using Freshservice or comparable customer support and ticket-management platforms.
Experience supporting recruiting, interviewing, and selection of customer support professionals.
Experience implementing change-management initiatives, new service processes, or technology improvements within a customer support organization.
Experience developing peer-coaching programs, facilitating team learning, or supporting employee development initiatives.
Experience contributing to cross-functional customer experience programs, such as social care, client engagement, or service improvement initiatives.
Experience using AI-enabled tools to improve coaching, reporting, workflow management, or customer support operations.

Responsibilities

Lead and develop a team of 8–12 Client Support Coordinators by setting clear expectations, providing actionable coaching and feedback, and fostering an engaging, inclusive, and accountable remote team environment.
Monitor productivity, service quality, client satisfaction, and employee behaviors; use standardized documentation and performance-management practices to identify improvement opportunities and implement targeted coaching and development plans.
Manage daily Client Support operations, including workflows, scheduling, shift approvals, meetings, and reporting, to maintain coverage and operational consistency and resolve complex or sensitive client concerns promptly.
Lead change adoption and continuous improvement by translating organizational priorities into team plans, supporting new processes and service strategies, developing peer coaches, and partnering cross-functionally to improve client experience and operational effectiveness.
Support recruiting and candidate assessment, contribute to cross-functional Client Support programs, and use AI, reporting tools, and emerging technologies to identify trends, improve coaching, streamline workflows, and enhance team performance.