Remote opportunity at
Stitch FixClient Support Team Lead
Stitch Fix operates as an online retail company that merges human styling and creativity with advanced data science and generative artificial intelligence to offer personalized shopping…
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About This Role
Stitch Fix operates as an online retail company that merges human styling and creativity with advanced data science and generative artificial intelligence to offer personalized shopping experiences. The organization seeks a remote Client Support Team Lead to manage, mentor, and motivate a team of eight to twelve remote Client Support Coordinators who handle client inquiries through phone, email, and chat. Reporting directly to the Client Support Manager, this position oversees…
Job Description
Stitch Fix operates as an online retail company that merges human styling and creativity with advanced data science and generative artificial intelligence to offer personalized shopping experiences. The organization seeks a remote Client Support Team Lead to manage, mentor, and motivate a team of eight to twelve remote Client Support Coordinators who handle client inquiries through phone, email, and chat. Reporting directly to the Client Support Manager, this position oversees daily support operations, performance metrics, schedule management, and client escalations while driving continuous improvement and change management initiatives. The ideal candidate balances operational oversight with individualized coaching, fostering an inclusive and accountable environment that prioritizes client satisfaction. This full-time employment opportunity offers a salary range between USD 60,000 and 95,000 per year, alongside comprehensive medical, dental, and vision benefits. Professionals with a strong background in multi-channel customer support leadership and remote team management are encouraged to apply.
Responsibilities
- Manage and develop a remote team of 8 to 12 Client Support Coordinators delivering service across chat, phone, and email
- Monitor team productivity, quality metrics, client satisfaction, and employee behaviors to provide actionable feedback
- Oversee daily support workflows, shift approvals, scheduling, team meetings, and operational reporting
- Handle complex client escalations and ensure timely resolution of sensitive service concerns
- Lead change adoption initiatives and translate organizational goals into practical team strategies
- Contribute to candidate recruiting, interviewing, and selection processes for support professionals
- Provide on-call assistance outside normal business hours for urgent client issues or brand-sensitive situations when necessary
Requirements
- Minimum of 4 years of multi-channel customer or client support experience spanning phone, email, and chat
- At least 2 to 3 years of direct experience leading client-facing teams and managing individual contributors
- Solid grasp of customer support metrics including productivity, quality, and satisfaction ratings
- Proven background in managing daily service operations such as scheduling, workflows, and reporting
- Exceptional written and verbal communication abilities for resolving escalations and providing direction
- Strong time-management, organization, and problem-solving skills to navigate change and ambiguity
- Demonstrated experience leading remote personnel through intentional engagement and performance management
- Familiarity utilizing customer support platforms, project management tools, and AI-enabled technologies
Qualifications
- Experience using Freshservice or similar customer support and ticket-management software
- Background in implementing change-management initiatives or new service processes within an organization
- Experience building peer-coaching programs or facilitating team learning and employee development
- Involvement in cross-functional customer experience programs including social care or client engagement
- Practical use of AI-enabled tools to optimize reporting, coaching, or support workflows
Core Skills
Benefits
- Comprehensive medical insurance
- Dental insurance
- Vision insurance
- Salary range of USD 60,000 to 95,000 per year aligned with geographic location
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting indicates that the role is remote and involves leading a remote team.
What is the salary range for this role?
The salary ranges from USD 60,000 to 95,000 per year, determined by factors such as professional background, experience, location, and performance.
What benefits are provided?
Eligible employees receive medical, dental, and vision benefits.
What is the employment type?
The posting specifies that this is a full-time position.
How should candidates apply?
Applicants should apply directly through the official Stitch Fix careers site or designated application links provided in the posting.
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