Client Support Team Lead

stitchfix; United States; Remote; USD 60,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Remote work

Job summary

Stitch Fix is seeking a remote team lead to guide 8–12 client support coordinators delivering personalized service via phone, chat, and email. You will coach, manage performance, and drive continuous improvement as service needs evolve.

You will oversee daily workflows, scheduling, reporting, and escalation handling, turning priorities into actionable team plans while leveraging AI-enabled tools and cross-functional collaboration to elevate service quality.

Qualifications

• 4+ years in customer or client support, including 2–3 years leading client-facing teams.
• Experience coaching individuals, setting expectations, and addressing performance concerns.
• Ability to interpret support metrics and translate trends into actions.
• Experience coordinating daily service operations, schedules, meetings, and reporting.
• Strong written and verbal communication; able to handle escalations and difficult conversations.
• Excellent organization, time management, and prioritization; lead through change.

Responsibilities

• Set expectations, coach team members, and support their development in an inclusive environment.
• Track productivity, quality, and client satisfaction; use trends to guide coaching and improvements.
• Coordinate daily workflows, scheduling, shift approvals, meetings, reporting, and coverage.
• Resolve complex client issues and maintain consistent service practices.
• Translate priorities into practical team plans and develop peer coaches.
• Partner across teams and use AI-enabled tools to identify trends and improve operations.

Skills

Coaching and development

Team leadership

Performance management

Operations coordination

Remote team leadership

Interpreting metrics

Communication (verbal/written)

Tools

AI-enabled tools

Reporting tools

Workflow management

Job description

Role overview

Lead a remote team of 8–12 client support coordinators delivering personalized service over phone, chat, and email. The role combines day-to-day operations with coaching, performance management, escalation handling, and continuous improvement as service needs and processes evolve.

Responsibilities

• Set expectations, coach team members, provide performance feedback, and support their development in an inclusive, accountable team environment.
• Track productivity, service quality, client satisfaction, and other performance indicators; use trends to guide coaching and improvement plans.
• Coordinate daily workflows, scheduling, shift approvals, meetings, reporting, and coverage.
• Resolve complex or sensitive client issues and maintain consistent service practices.
• Turn organizational priorities into practical team plans, support new processes, and develop peer coaches.
• Partner across teams and use reporting, AI-enabled tools, and other technology to identify trends and improve coaching and operations.

Requirements

• At least 4 years of customer or client support experience across phone, email, and chat, including 2–3 years leading client-facing teams.
• Experience coaching and managing individual contributors, setting expectations, addressing performance concerns, and building engaged teams.
• Ability to interpret support metrics and turn performance trends into useful coaching or operational changes.
• Experience coordinating daily service operations, including workflows, schedules, meetings, and reporting.
• Strong written and verbal communication, including the judgment to handle difficult conversations and escalations.
• Strong organization, time management, and problem-solving skills, with the ability to manage competing priorities and lead through change.

Nice to have

• Experience with remote team leadership, cross-functional customer experience programs, or AI-enabled tools for coaching, reporting, workflow management, or support operations.

Benefits and work setup

This is a remote team leadership role. The source lists medical, dental, vision, and other benefits. The stated US salary range is $60,000–$95,000, with pay depending in part on experience, location, and performance.