Remote Client Support Team Lead – Coaching & Ops

Stitch Fix Inc.; 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 service via phone, chat and email. You will drive performance, quality, and client satisfaction while fostering a collaborative, inclusive culture.

Reporting to the Client Support Manager, you will coach contributors, manage operations, and implement process improvements using AI-enabled tools and reporting to streamline workflows and strengthen client outcomes in a fast-paced environment.

Qualifications

• 4+ years in customer support across phone, chat, and email
• 2–3 years directly leading client-facing teams
• Experience coaching and developing individual contributors
• Strong understanding of customer support metrics and analytics
• Experience managing daily team operations in fast-paced environments

Responsibilities

• Lead and develop a remote Client Support team of 8–12 Coordinators, setting expectations and providing coaching
• Monitor productivity, quality, and client satisfaction; drive improvements
• Oversee daily operations, scheduling, escalations, and reporting for timely resolutions
• Lead change initiatives and cross-functional collaborations to improve client experience
• Coach peers, support recruiting, and leverage AI/tools to enhance performance

Skills

Team leadership

Coaching

Performance metrics

Customer support

Cross-functional collaboration

Tools

Freshservice

Job description

Stitch Fix Inc. is seeking a Client Support Team Lead to guide a remote team of 8–12 coordinators delivering service via phone, chat and email. You will drive performance, quality, and client satisfaction while fostering a collaborative, inclusive culture.

Reporting to the Client Support Manager, you will coach contributors, manage operations, and implement process improvements using AI-enabled tools and reporting to streamline workflows and strengthen client outcomes in a fast-paced environment.