Client Support Team Lead
New
S
Stitch FixRetail customer support
Remote, USAFull-TimeLead
Salary60,000 - 95,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 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.
- Required Skills
- CoachingCustomer support
Requirements
- Have 4+ years of customer or client support experience across phone, email, and chat.
- Have at least 2–3 years of experience directly leading client-facing teams.
- Demonstrate experience coaching, developing, and managing individual contributors, including setting expectations and addressing performance concerns.
- Understand customer support performance metrics, including productivity, quality, and client satisfaction, and use trends to guide improvements.
- Have experience managing daily team operations, including workflow coordination, scheduling, shift approvals, meetings, and performance reporting.
- Have experience leading remote teams through personalized coaching, engagement, and performance-management practices.
- Be comfortable working with customer support platforms, performance-management systems, project-management tools, and AI-enabled technologies.
- Be able to provide on-call support outside standard business hours as needed for urgent escalations or operational issues.
- Nice to have: experience with Freshservice or comparable customer support and ticket-management platforms.
- Nice to have: experience supporting recruiting, interviewing, and selection of customer support professionals.
- Nice to have: experience with change management, peer coaching, employee development, cross-functional customer experience programs, or AI-enabled customer support tools.
Responsibilities
- Lead and develop a team of 8–12 Client Support Coordinators, setting expectations and providing coaching and performance feedback.
- Monitor productivity, quality, client satisfaction, and employee behaviors, and implement targeted coaching and development plans.
- Oversee daily workflows, scheduling, shift approvals, meetings, and reporting to maintain team coverage and operational consistency.
- Resolve complex or sensitive client concerns and escalations in a timely manner.
- Translate organizational priorities into team plans and support implementation of new processes and service strategies.
- Develop peer coaches and partner cross-functionally to improve client experience and operational effectiveness.
- Support recruiting and candidate assessment and contribute to cross-functional Client Support programs.
- Use AI, reporting tools, and emerging technologies to identify trends, improve coaching, streamline workflows, and enhance team performance.
View Full Description & ApplyYou'll be redirected to the employer's site
