Client Success Team Lead

Client Success Team Lead

At FASTer Way to Fat Loss, we're on a mission to transform lives through a cutting-edge approach to fitness, nutrition, and accountability. As we scale, we're committed to delivering a seamless, high-touch experience to every client-and we're seeking a Client Success Team Lead to make that possible.

About the Role

This role is a strategic and hands-on leadership position within our Client Experience department. You'll coach team members, oversee communication workflows, monitor KPIs, and ensure every client receives service that reflects the excellence of the FASTer Way brand.

What You'll Do

Client Communication & Ticket Oversight

• Manage and balance team workloads across email, SMS, call, and support platforms (e.g., HubSpot, Salesmessage, AirCall)
• Review and score representative client interactions to ensure tone, accuracy, and brand alignment
• Handle escalated or complex issues and ensure follow-through for high-impact cases
• Maintain documentation for SOPs and ensure compliance across the team

Team Leadership & Development

• Conduct weekly 1:1s and lead team meetings to align goals, performance expectations, and updates
• Coach new employees during their first 90 days, ensuring skill development and confidence building
• Provide real-time support and feedback based on quality audits and team KPIs
• Pilot and implement new tools and workflows prior to full rollout

Client Feedback & Data Insights

• Analyze client satisfaction surveys to identify at-risk clients and coordinate outreach
• Collaborate cross-functionally with Tech Support, Coaching, Marketing, and E-Commerce to identify service trends
• Track and report on team performance, CSAT, resolution times, and outreach impact

Operational & Strategic Support

• Partner with Business Analysts to generate actionable insights from client data
• Support weekend and peak season coverage planning
• Recommend process improvements based on QA, team performance, and client data
• Drive fairness and transparency in task distribution using internal dashboards

What You Bring

Required:

• 3+ years in client support, customer experience, or related fields
• 1+ year of experience managing or mentoring team members
• Strong organizational, communication, and critical thinking skills
• Experience with support platforms such as HubSpot, Zendesk, or similar
• Proven ability to assess trends, create reports, and improve workflows
• Associate's degree in Business, Communications, or equivalent experience
• Bi-lingual (Spanish), highly preferred

Preferred:

• Experience in digital wellness or online coaching environments
• Familiarity with remote team coordination
• Background in quality assurance and/or performance management

You'll Excel in This Role If You Are:

• A thoughtful leader who can balance empathy with accountability
• Comfortable navigating between strategic decision-making and day-to-day execution
• Process-driven with an eye for identifying inefficiencies and solving them
• Effective at synthesizing data into insights that influence people and processes
• Passionate about delivering a meaningful client journey in a mission-driven company

Why Join Us

At FASTer Way, we're building more than a brand-we're building a movement. You'll work with a passionate team, be given space to grow, and help shape the future of one of the most dynamic companies in the wellness space.

Apply today to help redefine what excellent client success looks like.