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 updatesCoach new employees during their first 90 days, ensuring skill development and confidence buildingProvide real-time support and feedback based on quality audits and team KPIsPilot and implement new tools and workflows prior to full rolloutClient Feedback & Data Insights
Analyze client satisfaction surveys to identify at-risk clients and coordinate outreachCollaborate cross-functionally with Tech Support, Coaching, Marketing, and E-Commerce to identify service trendsTrack and report on team performance, CSAT, resolution times, and outreach impactOperational & Strategic Support
Partner with Business Analysts to generate actionable insights from client dataSupport weekend and peak season coverage planningRecommend process improvements based on QA, team performance, and client dataDrive fairness and transparency in task distribution using internal dashboardsWhat You Bring
Required :
3+ years in client support, customer experience, or related fields1+ year of experience managing or mentoring team membersStrong organizational, communication, and critical thinking skillsExperience with support platforms such as HubSpot, Zendesk, or similarProven ability to assess trends, create reports, and improve workflowsAssociate's degree in Business, Communications, or equivalent experienceBi-lingual (Spanish), highly preferredPreferred :
Experience in digital wellness or online coaching environmentsFamiliarity with remote team coordinationBackground in quality assurance and / or performance managementYou'll Excel in This Role If You Are :
A thoughtful leader who can balance empathy with accountabilityComfortable navigating between strategic decision-making and day-to-day executionProcess-driven with an eye for identifying inefficiencies and solving themEffective at synthesizing data into insights that influence people and processesPassionate about delivering a meaningful client journey in a mission-driven companyWhy 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.
