LogoFresh Jobs Ahead
Stitch Fix
Stitch Fix
5,001 – 10,000 Employees
H1B Visa SponsorConsultingLogisticsMarketing
Stitch Fix combines personal styling and online fashion shopping for women, men, and children. Clients share their preferences, sizes, and budget through a style quiz, then receive a handpicked selection of clothing from a personal stylist. They can buy the pieces they want or browse Freestyle, a shopping experience with recommendations tailored to their style. The service brings together fashion, data-informed recommendations, and logistics to deliver clothing directly to customers.
LinkedIn
Company Jobs

Senior Remote Client Support Team Lead at Stitch Fix

Lead and coach a remote team of Client Support Coordinators serving clients by phone, chat, and email. Improve service quality and team performance through feedback, operational oversight, and AI-enabled tools.

USUnited States
$60,000 – $95,000 / year
RemoteFull-timeSeniorEnglish RequiredClient ServicesClient Services Representative

Description

  • Lead and coach a remote team of 8–12 Client Support Coordinators.
  • Set clear expectations and deliver practical coaching and performance feedback.
  • Monitor productivity, service quality, client satisfaction, and employee behaviors to guide team performance.
  • Create focused coaching and development plans to meet operational goals.
  • Manage daily workflows, schedules, shift approvals, meetings, reporting, and team coverage.
  • Handle complex or sensitive client escalations.
  • Turn organizational priorities into clear team plans.
  • Help implement new processes and service strategies.
  • Develop peer coaches and lead ongoing improvement efforts.
  • Work across teams to improve the client experience and operational effectiveness.
  • Assist with recruiting and candidate evaluation.
  • Contribute to Client Support programs involving multiple teams.
  • Use AI, reporting tools, and emerging technologies to improve coaching, workflows, and team results.
  • Report to the Client Support Manager.

Requirements

  • At least 4 years of customer or client support experience by phone, email, and chat.
  • At least 2–3 years of direct experience leading client-facing teams.
  • Experience coaching, developing, and managing individual contributors.
  • Experience setting performance expectations, giving feedback, addressing performance concerns, and building engaged teams.
  • Knowledge of customer support metrics, including productivity, quality, and client satisfaction.
  • Experience analyzing performance trends and applying insights to coaching and operational improvements.
  • Experience coordinating workflows, schedules, shift approvals, meetings, and performance reports.
  • Excellent written and verbal communication skills.
  • Strong organization, time management, and problem-solving abilities.
  • Experience leading remote teams through coaching and performance management.
  • Comfort using customer support platforms, performance management systems, project management tools, and AI-enabled technologies.
  • Availability to provide on-call support outside regular business hours when needed.
  • Ability to sit for extended periods, use a computer and office equipment, and communicate effectively.
  • Freshservice or a comparable platform is preferred.
  • Recruiting, interviewing, and candidate selection experience is preferred.
  • Change management, service process, or technology improvement experience is preferred.
  • Peer coaching, team learning, or employee development experience is preferred.
  • Experience with cross-functional customer experience programs is preferred.
  • Experience with AI-enabled customer support operations is preferred.

Benefits

  • Competitive salary.
  • Medical coverage.
  • Dental coverage.
  • Vision coverage.
  • Comprehensive benefits.
  • Opportunities for meaningful career growth.
  • Collaborative, low-ego workplace.
  • A workplace that values diverse perspectives.
  • Exposure to AI and modern technology.

Related Jobs