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Stitch Fix
Stitch Fix
5.001 – 10.000 Angajați
Sponsor pentru viza H1BConsultanțăLogisticăMarketing
Stitch Fix îmbină stylingul personal cu cumpărăturile online de modă pentru femei, bărbați și copii. Clienții își împărtășesc preferințele, mărimile și bugetul printr-un chestionar de stil, apoi primesc o selecție de haine aleasă cu grijă de un stilist personal. Pot cumpăra articolele dorite sau pot explora Freestyle, o experiență de cumpărături cu recomandări adaptate stilului lor. Serviciul reunește moda, recomandările bazate pe date și logistica pentru a livra haine direct clienților.
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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.

USStatele Unite ale Americii
60.000 $ – 95.000 $ / an
RemoteNormă întreagăSeniorLimbă Obligatorie: englezăReprezentant Servicii CliențiServicii pentru clienți

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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.

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