Remote Client Support Team Lead & Coach

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

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.