Customer Experience Associate

Stord, Inc.; Hebron Estates (KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Stord is seeking an energetic Customer Support/Client Experience professional to respond to inquiries across multiple channels, triage requests, and maintain high CSAT. You'll document cases in Salesforce, follow SOPs, and collaborate with internal teams to resolve issues quickly.

The role emphasizes learning, adaptability, and progressive handling of more complex cases with guidance as needed. The position supports a fast-paced environment where precise communication and attention to detail are

Qualifications

• 2 years in customer support, client experience, or related field.
• Experience in fast-paced, client-facing or supply chain environment preferred.
• Familiarity with CRM or ticketing systems preferred.

Responsibilities

• Respond to client inquiries across multiple channels within SLA.
• Acknowledge and triage requests to ensure timely engagement.
• Provide clear, professional communication in all interactions.
• Document and update cases in Salesforce.
• Escalate complex issues to senior team members when needed.
• Support cross-functional collaboration to resolve client issues.
• Develop knowledge of systems and workflows to improve performance.

Skills

Client experience

Communication

Cross-functional teamwork

CRM / ticketing experience

Tools

Salesforce

Ticketing systems

Job description

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.

What You'll Do:

• Client Support & Responsiveness
  • Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs (response time, resolution time, CSAT)
  • Acknowledge and triage incoming requests quickly to ensure timely engagement
  • Communicate clearly and professionally in all client interactions
  • Provide consistent updates to clients through resolution
• Case Management & Execution
  • Manage assigned cases from intake through resolution using established processes
  • Accurately document, categorize, and update cases in Salesforce
  • Follow SOPs to resolve standard and well‑defined client issues
  • Escalate more complex or unclear issues to senior team members when needed
• Process Adherence & Quality
  • Follow established workflows, SOPs, and guidelines consistently
  • Maintain accurate and complete case documentation
  • Ensure attention to detail in all client communications and system updates
  • Identify when processes are unclear or missing and flag to leadership
• Collaboration & Team Support
  • Partner with internal teams as needed to support case resolution
  • Ask questions and seek guidance when navigating unfamiliar scenarios
  • Contribute to a positive, professional, and accountable team environment
• Learning & Development
  • Build foundational knowledge of systems, workflows, and client needs
  • Actively incorporate feedback to improve performance
  • Develop problem‑solving skills and confidence in handling cases independently
  • Progress toward managing more complex cases with less oversight

What You'll Need:

• 2 years in customer support, client experience, or a related field
• Experience in a fast‑paced, client‑facing, or supply chain environment preferred
• Familiarity with CRM or ticketing systems preferred
• Comfortable working across multiple tools and systems

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.