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Stitch FixCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing remote client support teams, focusing on performance management, coaching, and operational improvements. Proficient in utilizing customer support metrics and AI-enabled technologies to enhance team effectiveness and client satisfaction.
Highest-signal resume keywords
Client Support LeadershipPerformance ManagementCoaching and DevelopmentCustomer Support Metrics AnalysisRemote Team Management
About the role
Key responsibilities & impact- Lead, develop, and motivate a remote team of 8–12 Client Support Coordinators
- Establish expectations and provide actionable coaching and performance feedback
- Drive individual and team performance by monitoring productivity, quality, client satisfaction, and employee behaviors
- Implement targeted coaching and development plans to achieve operational goals
- Oversee daily workflows, scheduling, shift approvals, meetings, reporting, and team coverage
- Resolve complex or sensitive client escalations
- Translate organizational priorities into actionable team plans
- Support new processes and service strategies
- Develop peer coaches and lead continuous-improvement initiatives
- Partner cross-functionally to improve client experience and operational effectiveness
- Support recruiting and candidate assessment
- Contribute to cross-functional Client Support programs
- Leverage AI, reporting tools, and emerging technologies to improve coaching, workflows, and team performance
- Report to the Client Support Manager
Requirements
What you’ll need- 4+ years of customer or client support experience across phone, email, and chat
- At least 2–3 years of experience directly leading client-facing teams
- Experience coaching, developing, and managing individual contributors
- Experience establishing performance expectations, delivering feedback, addressing performance concerns, and building engaged teams
- Understanding of customer support performance metrics, including productivity, quality, and client satisfaction
- Experience analyzing performance trends and translating insights into coaching and operational improvements
- Experience managing workflow coordination, scheduling, shift approvals, meetings, and performance reporting
- Exceptional written and verbal communication skills
- Strong organizational, time-management, and problem-solving skills
- Experience leading remote teams through coaching and performance-management practices
- Comfort working with customer support platforms, performance-management systems, project-management tools, and AI-enabled technologies
- Ability to provide on-call support outside standard business hours as needed
- Ability to sit for extended periods, use a computer or office equipment, and communicate effectively
- Freshservice or comparable platform experience is nice to have
- Recruiting, interviewing, and selection experience is nice to have
- Change-management, service-process, or technology-improvement experience is nice to have
- Peer-coaching, team-learning, or employee-development experience is nice to have
- Cross-functional customer-experience program experience is nice to have
- AI-enabled customer-support operations experience is nice to have
Benefits
Comp & perks- Competitive salary
- Medical benefits
- Dental benefits
- Vision benefits
- Comprehensive benefits
- Meaningful career growth
- Collaborative, low-ego environment
- Diverse perspectives celebrated
- AI and modern technology exposure
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support ExperiencePerformance ReportingWorkflow CoordinationCoaching TechniquesChange ManagementService Process ImprovementAI-Enabled TechnologiesRecruiting and InterviewingPerformance Metrics UnderstandingProblem Solving
Soft Skills
Exceptional Communication SkillsOrganizational SkillsTime ManagementTeam MotivationConflict Resolution
Tools & Technologies
Customer Support PlatformsPerformance Management SystemsProject Management ToolsFreshserviceAI Technologies
Industry Keywords
Client SupportCross-Functional CollaborationEmployee DevelopmentContinuous ImprovementClient Satisfaction