Associate Manager, Customer Support

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.Associate Manager, Customer SupportRole OverviewThe Associate Manager, Customer Support will lead a team of Customer Support Associates and/or Specialists responsible for delivering timely, accurate, and high-quality case resolution across our client portfolio.This role is responsible for the day-to-day performance and development of a defined Support team, including coaching, KPI management, workload oversight, process adherence, and escalation support. The ideal candidate is a developing people leader who is highly organized, data-driven, proactive, and comfortable operating in a fast-paced logistics-tech environment.The Associate Manager will work closely with Support leadership and cross-functional partners to ensure established processes are executed consistently, performance expectations are met, and issues impacting clients are identified and escalated appropriately.This role reports to the Director of Customer Experience.Key ResponsibilitiesTeam Leadership & AccountabilityLead, coach, and develop a team of Customer Support Associates and/or SpecialistsEstablish clear performance expectations around response times, case quality, documentation, client communication, and SLA adherenceMonitor individual and team KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherenceConduct regular 1:1s, performance discussions, and skill development planningManage day-to-day staffing, workload distribution, and team coverageReinforce a culture of ownership, urgency, accountability, and continuous improvementEscalate performance concerns and partner with Support leadership on development or corrective action plans as neededData & Performance ManagementMonitor Support dashboards and reporting to identify performance trends, gaps, and areas requiring interventionUse Salesforce, WMS, OMS, and other reporting tools to investigate case and operational issuesIdentify recurring drivers of escalations, delays, and repeat contacts and surface trends to Support leadershipTranslate team-level performance data into coaching and action plansEnsure reporting and case documentation are accurate and consistently maintainedProcess Optimization & Systems ImprovementEnsure team adherence to established Support processes, SOPs, escalation paths, and communication standardsIdentify workflow inefficiencies, documentation gaps, and opportunities for improvementPartner with Support leadership to implement process and system changesProvide frontline feedback on processes, tooling, and documentation based on team and client experienceSupport adoption of new tools, workflows, SOPs, and operational changesEscalation ManagementServe as the first point of management escalation for cases within the assigned team or scopeEnsure escalation paths are followed and issues are clearly documented and communicatedCoordinate with Fulfillment Operations, Transportation, Finance, Tech, and other teams to drive issues toward resolutionEscalate high-risk, sensitive, or systemic client issues to Support leadership as appropriateEnsure timely follow-up and clear ownership through resolutionCross-Functional CollaborationServe as a day-to-day liaison between the assigned Support team and operational partnersMaintain strong working relationships with Fulfillment Operations and other internal stakeholdersCommunicate operational updates and changes clearly to the Support teamSurface recurring client pain points, process gaps, and operational trends to Support leadershipReinforce alignment on priorities, communication standards, and accountability across teamsWhat You’ll Need3+ years of experience in customer support, logistics, supply chain, or operational managementPrevious experience leading, mentoring, or coaching others; formal people-management experience preferredStrong analytical skills and comfort working with performance dataStrong attention to detail and organizational skillsExperience working within CRM systems; Salesforce experience preferredAbility to learn and navigate operational systems such as WMS and OMS platformsStrong written and verbal communication skillsDemonstrated ability to follow, reinforce, and improve established processesAbility to manage competing priorities in a fast-paced environmentSelf-starter mindset with comfort operating in ambiguityAbility to travel up to 10% annually, based on business needBonus PointsExperience in a high-growth or start-up environmentExperience in logistics-tech, fulfillment, warehousing, or transportationPrevious team lead, supervisor, or entry-level management experienceExperience supporting distributed or offshore teamsFamiliarity with workflow automation or Support operations platformsExperience supporting a system migration or operational transformation
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