Client Support Team Lead at Stitch Fix

Job description

About Stitch Fix, Inc. Stitch Fix (NASDAQ: SFIX) Stitch Fix is redefining retail by combining human creativity with advanced data science and Generative AI. As we build the future of personalized shopping, we’re equally committed to building yours. We believe in investing in our team as much as our technology. Join us to be a trendsetter in the industry and help us redefine what’s possible for our clients, while we help you reach your full potential. 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, navigat