Client Support Team Lead

As a Client Support Team Lead, you’ll develop, motivate, and manage a team of frontline Coordinators responsible for providing personalized service across various channels (phone, chat, and email). As a leader on the team, you’ll work closely with your Client Support Manager to drive individual and team performance, improve the quality of service your team delivers, and build a strong culture across the larger CS team.

The Client Support Team at Stitch Fix is committed to delivering an exceptional client experience that ensures our overall service offering is easy, helpful, and personalized. We are building an elite team of client-focused people who work diligently to quickly and creatively solve our clients’ issues and questions. The Client Support (CS) Operations team is responsible for delivering best-in-class service to our clients and improving the overall effectiveness of the global CS operations. As a member of this dynamic team, you will have the opportunity to partner on operational challenges, contribute to change and innovation, and collaborate with other talented cross-functional teams at Stitch Fix.

• Lead and manage a team of 8-12 Client Support Coordinators by communicating objectives, providing performance feedback, and developing team members to provide exceptional customer service across various channels.
• Monitor and analyze individual team performance metrics and employee behaviors, implementing coaching to meet and exceed productivity, quality, and client satisfaction.
• Leverage standardized documentation practices, Analyze & Respond tactics, and Performance Management tools to make sound, timely decisions for yourself, your team, and the CS department. 
• Manage a remote CS team through engaging, personalized, and productive interactions.
• Execute day-to-day business management duties, including workflows, scheduling, shift approvals, meetings, and reporting.
• Demonstrate expertise in providing prompt, friendly, and professional client support. Support escalated client issues as required.
• Lead impactful team spaces supporting company key objectives directly impacting the CS org. 
• Support and develop Coordinators who serve as peer coaches to ensure the impact of their guidance is upholding productivity and quality expectations 
• Drive the successful adoption of organizational initiatives by following change management plans and tailoring customized support for your team, ensuring smooth adoption of new processes, tools, and service strategies.
• Recruit, interview, and assess candidates to build a talented, passionate, diverse, and client-focused team.
• Support an internal program outside your direct team (ie Social Care, Client Love, Slack Program). 
• Utilize Program Management tools and guidelines, collaborate with additional partners, and support continuous improvement within our program work. 

• You have 4+ years of customer support across various channels (phone, email, chat) and at least 2-3 years of experience leading a team of client-facing agents, preferably in Freshservice.
• You are capable of autonomously leading yourself and a team of individual contributors through a variety of work streams that support client experience-related initiatives.
• You have a proven track record of strong time and workflow management and are comfortable supporting multiple competing priorities in an unstructured environment.
• You have experience navigating ambiguous situations and are comfortable leading a team through changes of varying scope and size on a regular basis. 
• You are familiar with workflow development, scheduling/approval of shifts, driving meetings, and utilizing performance reporting to drive actionable feedback and coaching with your team..
• As a communication expert, you possess impeccable verbal and written skills and can seamlessly communicate independently and proactively with colleagues, peers, and agents.
• You have a proven history of positive impact on strong, resilient, and nimble teams
• Every aspect of your work is focused on the client experience, which reflects in the team culture you inspire.
• You are skilled in using critical thinking, creativity, adaptability, and effective communication to solve problems proactively.
• You can be on call, as needed, during non-standard business hours for high-touch floor support, immediate-need client escalations, or brand/PR risk scenarios that require timely support.
• Above all else, you are bright, kind, and motivated by challenge.

• We are a group of bright, kind people who are motivated by challenge. We value integrity, innovation and trust. You’ll bring these characteristics to life in everything you do at Stitch Fix.
• We cultivate a community of diverse perspectives— all voices are heard and valued.
• We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail. 
• We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
• We boldly create the future while keeping equity and sustainability at the center of all that we do. 
• We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful impact.
• We offer comprehensive compensation packages and inclusive health and wellness benefits.