Client Support Team Lead

Summary

Join Stitch Fix as a Client Support Team Lead and manage a team of 8-12 Coordinators, providing exceptional customer service across various channels. Monitor team performance, implement coaching, and leverage standardized practices to exceed productivity and client satisfaction goals. Manage a remote team, handle day-to-day operations, and support escalated client issues. Lead impactful team spaces, develop peer coaches, and drive adoption of organizational initiatives. Recruit, interview, and assess candidates to build a high-performing team. Support an internal program outside your direct team and utilize program management tools for continuous improvement. This role requires 4+ years of customer support experience and 2-3 years leading client-facing teams, preferably in Freshservice. Strong time management, problem-solving skills, and excellent communication are essential. The ideal candidate is bright, kind, motivated by challenges, and client-focused.

Requirements

• 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

Responsibilities

• 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

Benefits

• We offer comprehensive compensation packages and inclusive health and wellness benefits
• This role will receive a competitive salary, benefits, and equity
• The position is eligible for medical, dental, vision, and other benefits