Client Support Team Lead

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $60k - $95k / year

⏰ Full Time

🟠 Senior

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Stitch Fix

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2011

📣 Marketing

📦 Logistics

💼 Consulting

💰 $36.9M Venture Round on 2017-11

Marketing • Logistics • Consulting

Stitch Fix is a personal styling service that offers a unique and personalized approach to fashion for women, men, and kids. Clients start by taking a style quiz, which helps Stitch Fix understand their preferences, sizes, and budget. Based on this information, a personal stylist selects five personalized clothing pieces that are shipped directly to the client's door. Customers can choose to keep and purchase any items they like, with the $20 styling fee applicable to kept items. Stitch Fix carries a wide range of sizes and offers free shipping and returns. The service is flexible, with no subscription required, allowing customers to order style boxes on demand or at regular intervals. Stitch Fix also offers a 'Freestyle' shopping option where clients can browse curated suggestions based on their preferences. The company covers a wide variety of styles from numerous brands, ensuring there are options to suit various fashion tastes and needs.

📋 Description

• Lead, develop, and motivate a remote team of 8–12 Client Support Coordinators • Establish expectations and provide actionable coaching and performance feedback • Drive individual and team performance by monitoring productivity, quality, client satisfaction, and employee behaviors • Implement targeted coaching and development plans to achieve operational goals • Oversee daily workflows, scheduling, shift approvals, meetings, reporting, and team coverage • Resolve complex or sensitive client escalations • Translate organizational priorities into actionable team plans • Support new processes and service strategies • Develop peer coaches and lead continuous-improvement initiatives • Partner cross-functionally to improve client experience and operational effectiveness • Support recruiting and candidate assessment • Contribute to cross-functional Client Support programs • Leverage AI, reporting tools, and emerging technologies to improve coaching, workflows, and team performance • Report to the Client Support Manager

🎯 Requirements

• 4+ years of customer or client support experience across phone, email, and chat • At least 2–3 years of experience directly leading client-facing teams • Experience coaching, developing, and managing individual contributors • Experience establishing performance expectations, delivering feedback, addressing performance concerns, and building engaged teams • Understanding of customer support performance metrics, including productivity, quality, and client satisfaction • Experience analyzing performance trends and translating insights into coaching and operational improvements • Experience managing workflow coordination, scheduling, shift approvals, meetings, and performance reporting • Exceptional written and verbal communication skills • Strong organizational, time-management, and problem-solving skills • Experience leading remote teams through coaching and performance-management practices • Comfort working with customer support platforms, performance-management systems, project-management tools, and AI-enabled technologies • Ability to provide on-call support outside standard business hours as needed • Ability to sit for extended periods, use a computer or office equipment, and communicate effectively • Freshservice or comparable platform experience is nice to have • Recruiting, interviewing, and selection experience is nice to have • Change-management, service-process, or technology-improvement experience is nice to have • Peer-coaching, team-learning, or employee-development experience is nice to have • Cross-functional customer-experience program experience is nice to have • AI-enabled customer-support operations experience is nice to have

🏖️ Benefits

• Competitive salary • Medical benefits • Dental benefits • Vision benefits • Comprehensive benefits • Meaningful career growth • Collaborative, low-ego environment • Diverse perspectives celebrated • AI and modern technology exposure