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.

Role Overview

The 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 Responsibilities

Team Leadership & Accountability

• Lead, coach, and develop a team of Customer Support Associates and/or Specialists
• Establish clear performance expectations around response times, case quality, documentation, client communication, and SLA adherence
• Monitor individual and team KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance discussions, and skill development planning
• Manage day-to-day staffing, workload distribution, and team coverage
• Reinforce a culture of ownership, urgency, accountability, and continuous improvement
• Escalate performance concerns and partner with Support leadership on development or corrective action plans as needed

Data & Performance Management

• Monitor Support dashboards and reporting to identify performance trends, gaps, and areas requiring intervention
• Use Salesforce, WMS, OMS, and other reporting tools to investigate case and operational issues
• Identify recurring drivers of escalations, delays, and repeat contacts and surface trends to Support leadership
• Translate team-level performance data into coaching and action plans
• Ensure reporting and case documentation are accurate and consistently maintained

Process Optimization & Systems Improvement

• Ensure team adherence to established Support processes, SOPs, escalation paths, and communication standards
• Identify workflow inefficiencies, documentation gaps, and opportunities for improvement
• Partner with Support leadership to implement process and system changes
• Provide frontline feedback on processes, tooling, and documentation based on team and client experience
• Support adoption of new tools, workflows, SOPs, and operational changes

Escalation Management

• Serve as the first point of management escalation for cases within the assigned team or scope
• Ensure escalation paths are followed and issues are clearly documented and communicated
• Coordinate with Fulfillment Operations, Transportation, Finance, Tech, and other teams to drive issues toward resolution
• Escalate high-risk, sensitive, or systemic client issues to Support leadership as appropriate
• Ensure timely follow-up and clear ownership through resolution

Cross-Functional Collaboration

• Serve as a day-to-day liaison between the assigned Support team and operational partners
• Maintain strong working relationships with Fulfillment Operations and other internal stakeholders
• Communicate operational updates and changes clearly to the Support team
• Surface recurring client pain points, process gaps, and operational trends to Support leadership
• Reinforce alignment on priorities, communication standards, and accountability across teams

What You’ll Need

• 3+ years of experience in customer support, logistics, supply chain, or operational management
• Previous experience leading, mentoring, or coaching others; formal people-management experience preferred
• Strong analytical skills and comfort working with performance data
• Strong attention to detail and organizational skills
• Experience working within CRM systems; Salesforce experience preferred
• Ability to learn and navigate operational systems such as WMS and OMS platforms
• Strong written and verbal communication skills
• Demonstrated ability to follow, reinforce, and improve established processes
• Ability to manage competing priorities in a fast-paced environment
• Self-starter mindset with comfort operating in ambiguity
• Ability to travel up to 10% annually, based on business need

Bonus Points

• Experience in a high-growth or start-up environment
• Experience in logistics-tech, fulfillment, warehousing, or transportation
• Previous team lead, supervisor, or entry-level management experience
• Experience supporting distributed or offshore teams
• Familiarity with workflow automation or Support operations platforms
• Experience supporting a system migration or operational transformation