Client Support Team Lead

About the Role

The Client Support team at Stitch Fix is committed to delivering an exceptional client experience that is easy, helpful, and personalized. Our Client Support Operations team focuses on delivering high-quality service while continuously improving the effectiveness of our global support operations.

As a Client Support Team Lead, you will lead, develop, and motivate a remote team of 8–12 Client Support Coordinators responsible for delivering personalized service across phone, chat, and email. Reporting to the Client Support Manager, you will drive individual and team performance, strengthen service quality, and foster a collaborative, client-focused culture. You will balance day-to-day operational leadership with coaching, performance management, and continuous improvement while helping your team successfully navigate evolving business needs, processes, and technologies.

Responsibilities

• Lead and develop a high-performing Client Support team by managing 8–12 Coordinators, establishing clear expectations, delivering actionable coaching and performance feedback, and fostering an engaging, inclusive, and accountable remote team environment that prioritizes employee growth and exceptional client service.
• Drive individual and team performance by monitoring productivity, quality, client satisfaction, and employee behaviors; leveraging standardized documentation and performance-management practices; identifying opportunities for improvement; and implementing targeted coaching and development plans to achieve operational goals.
• Manage daily Client Support operations and escalations by overseeing workflows, scheduling, shift approvals, meetings, and reporting while ensuring appropriate team coverage, operational consistency, and timely resolution of complex or sensitive client concerns.
• Lead change adoption and continuous improvement initiatives by translating organizational priorities into actionable team plans, supporting the implementation of new processes and service strategies, developing peer coaches, and partnering cross-functionally to improve the client experience and operational effectiveness.
• Strengthen team capabilities and operational efficiency through technology and collaboration by supporting recruiting and candidate assessment, contributing to cross-functional Client Support programs, and leveraging AI, reporting tools, and emerging technologies to identify trends, improve coaching effectiveness, streamline workflows, and enhance team performance.

About You

This is what you’ll need to succeed in this role from day 1.

Requirements

• 4+ years of customer or client support experience across multiple service channels, including phone, email, and chat, with at least 2–3 years of experience directly leading client-facing teams.
• Demonstrated experience coaching, developing, and managing individual contributors, including establishing performance expectations, delivering feedback, addressing performance concerns, and building engaged, resilient teams.
• Strong understanding of customer support performance metrics, including productivity, quality, and client satisfaction, with the ability to analyze performance trends and translate insights into actionable coaching and operational improvements.
• Experience managing daily team operations, including workflow coordination, scheduling, shift approvals, meetings, and performance reporting in a fast-paced service environment.
• Exceptional written and verbal communication skills, with the ability to provide clear direction, navigate challenging conversations, resolve escalations, and build productive relationships across teams.
• Strong organizational, time-management, and problem-solving skills, with the ability to independently manage competing priorities, exercise sound judgment, and lead teams through ambiguity and change.
• Experience leading remote teams through personalized coaching, intentional engagement, and effective performance-management practices.
• Comfort working with customer support platforms, performance-management systems, project-management tools, and AI-enabled technologies to improve team effectiveness and operational outcomes.
• Ability to provide on-call support outside standard business hours as needed for urgent client escalations, operational issues, or brand-sensitive situations.
• This position may require the ability to sit for extended periods of time, use a computer or other office equipment, and communicate effectively, both verbally and in writing.

Nice to Have

• Experience using Freshservice or comparable customer support and ticket-management platforms.
• Experience supporting recruiting, interviewing, and selection of customer support professionals.
• Experience implementing change-management initiatives, new service processes, or technology improvements within a customer support organization.
• Experience developing peer-coaching programs, facilitating team learning, or supporting employee development initiatives.
• Experience contributing to cross-functional customer experience programs, such as social care, client engagement, or service improvement initiatives.
• Experience using AI-enabled tools to improve coaching, reporting, workflow management, or customer support operations.

You’ll love working at Stitch Fix because you will…

• Fuse human creativity and styling expertise to redefine personalized retail.
• Set a high bar for our craft and drive measurable impact across fashion, tech, and data science.
• Actively leverage AI and modern tech to evolve how work gets done.
• Lead with innovation, think boldly, and aren't afraid to challenge conventional retail norms.
• Win together in a collaborative, low-ego environment where diverse perspectives are celebrated.
• Be client obsessed by putting our customers at the heart of every decision to deliver unmatched personalization and trust.
• Support our team with competitive compensation packages, comprehensive benefits, and meaningful career growth.