Manager, Client Support

Stord • Hebron, KY

1d • Hybrid

About The Position

The Manager, Customer Support will lead a team of Support Associates and Specialists responsible for delivering timely, accurate, and high-quality case resolution across our client portfolio. This leader will drive operational rigor within Support, owning response time performance, data integrity, process standardization, and cross-functional alignment. The ideal candidate is highly detail-oriented, analytical, proactive, and comfortable navigating ambiguity in a fast-paced logistics-tech environment. This role reports to the Director of Customer Experience.

Requirements

• 5 years of experience in customer support, logistics, supply chain, or operational management
• 2 years of direct people management experience
• Strong analytical skills with the ability to interpret and act on large datasets
• Extreme attention to detail and strong organizational skills
• Experience working within CRM systems (Salesforce preferred), WMS, and OMS platforms
• Proven ability to build or improve processes in fast-paced, evolving environments
• Clear, proactive communicator with strong written and verbal skills
• Self-starter mindset with comfort operating in ambiguity
• Ability to travel up to 20% annually (1 to 2 monthly business trips)

Nice To Haves

• Experience in a high-growth or start-up environment
• Experience leading support operations during a system migration or operational transformation
• Familiarity with automation tools or workflow optimization platforms
• Background in logistics-tech or fulfillment environments

Responsibilities

• Lead, coach, and develop a team of Customer Support Associates and Specialists
• Establish clear performance expectations around response times, case quality, documentation, and client communication
• Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance reviews, and skill development planning
• Create a culture of ownership, urgency, and continuous improvement
• Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
• Slice and interpret support metrics to uncover root causes of escalations, delays, and repeat issues
• Build and maintain dashboards to track team health and client experience metrics
• Translate data into actionable plans to improve efficiency and client satisfaction
• Identify inefficiencies in workflows, documentation, and system configurations
• Partner cross-functionally to streamline processes, reduce manual work, and automate repetitive tasks
• Drive updates to SOPs to ensure consistency, clarity, and scalability
• Lead initiatives that improve case routing, escalation frameworks, and ticket lifecycle management
• Own high-level and sensitive client escalations
• Ensure resolution paths are clear, documented, and communicated effectively
• Partner with Fulfillment Operations, Transportation, Finance, and Tech teams to resolve systemic issues
• Act as a liaison between Support and internal operational teams
• Advocate for client experience considerations in operational decision-making
• Ensure alignment on priorities, communication standards, and accountability across teams

Benefits

• We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed