About the role
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. 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. What You'll Do: Team Leadership & Accountability 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 Data & Performance Management 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 Process Optimization & Systems Improvement 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 Escalation 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 Cross-Functional Collaboration 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 Basic 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) Bonus Points: 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 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.