Remote Client Support Lead: Coaching & Performance

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

Job summary

Stitch Fix is seeking a Client Support Team Lead to mentor a remote team of 8–12 Coordinators delivering high-quality service via phone, chat, and email. You will drive performance, coach for growth, and manage daily operations while navigating evolving business needs with AI-enabled tools.

You will collaborate with the Client Support Manager to optimize processes, monitor metrics, and foster a collaborative, client-focused culture across remote operations.

Qualifications

• 4+ years of customer or client support across multiple channels.
• 2-3 years leading client-facing teams.
• Strong understanding of support metrics and coaching.
• Experience managing daily team operations in fast-paced services.
• Excellent written and verbal communication; able to handle escalations and cross-team collaboration.

Responsibilities

• Lead and develop a high-performing Client Support team of 8–12 Coordinators.
• Drive individual and team performance using metrics and coaching.
• Manage daily operations and escalations, ensuring coverage and timely resolutions.
• Lead change initiatives and partner cross-functionally to improve client experience.
• Leverage technology to optimize coaching, workflows, and team effectiveness.

Skills

Coaching and development

Remote team leadership

Performance analytics

Customer support operations

On-call support

Tools

Freshservice

AI-enabled tools

CRM/Support platforms

Job description

Stitch Fix is seeking a Client Support Team Lead to mentor a remote team of 8–12 Coordinators delivering high-quality service via phone, chat, and email. You will drive performance, coach for growth, and manage daily operations while navigating evolving business needs with AI-enabled tools.

You will collaborate with the Client Support Manager to optimize processes, monitor metrics, and foster a collaborative, client-focused culture across remote operations.