Remote Client Support Team Lead & Coach

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

Job summary

Stitch Fix, Inc. is seeking a Client Support Team Lead to guide a remote team of 8–12 Coordinators delivering support via phone, chat, and email. You will drive coaching, performance management, and continuous improvement to elevate client experiences.

Responsibilities include coaching, performance tracking, and cross-functional collaboration to improve service quality and efficiency, with on-call support as needed in a fast-paced, digitally enabled environment.

Qualifications

• 4+ years in customer or client support across phone, email, and chat
• 2–3 years leading client-facing teams
• Experience coaching, developing and managing individual contributors
• Strong knowledge of support performance metrics (productivity, quality, CSAT)
• Experience managing daily team operations, scheduling, escalations and reporting

Responsibilities

• Lead and develop a high-performing Client Support team of 8–12 Coordinators
• Monitor productivity, quality, client satisfaction, and employee behaviors and coach accordingly
• Oversee workflows, scheduling, shift approvals, meetings, and reporting to ensure coverage
• Drive change and continuous improvement with cross-functional collaboration
• Utilize AI-enabled tools and analytics to identify trends and improve coaching and workflows

Skills

Coaching & development

Remote team leadership

Performance analysis

Communication skills

Cross-functional collaboration

Tools

Freshservice

CRM systems

Project management tools

Job description

Stitch Fix, Inc. is seeking a Client Support Team Lead to guide a remote team of 8–12 Coordinators delivering support via phone, chat, and email. You will drive coaching, performance management, and continuous improvement to elevate client experiences.

Responsibilities include coaching, performance tracking, and cross-functional collaboration to improve service quality and efficiency, with on-call support as needed in a fast-paced, digitally enabled environment.