Customer Experience Leader - Support & Team Growth

Shorr Packaging Corp.; Atlanta (GA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

ESOP

Medical insurance

Dental insurance

Vision insurance

Generous PTO

401K matching

Team-based culture

Job summary

Shorr Packaging Corp. is seeking a Customer Support Manager to hire, coach, and lead a diverse team in a fast-paced environment. This role acts as a coach and mentor to grow team members while upholding quality service standards and SOP adherence.

The manager will drive customer experience strategies, collaborate with internal stakeholders, and build a highly engaged team delivering best-in-class support. Strong leadership and CRM experience are essential.

Qualifications

• Bachelor's Degree or equivalent required.
• Minimum 5+ years leading or managing a customer support team.
• Experience in fast-paced, high-intensity customer-focused environments.
• Knowledge of Shorr's customer base, products, and procedures or 3–5 years managing direct reports.
• Ability to stay calm and professional under pressure; strong leadership and interpersonal skills.
• Strong written and verbal communication across levels.
• Analytical ability to solve complex issues and drive improvements.
• Experience with Microsoft Office (Outlook, TEAMS, Word, Excel, PowerPoint).
• Experience with CRM systems such as Salesforce, Hubspot; order automation systems; AI experience preferred.

Responsibilities

• Hire and recruit new team members in partnership with HR.
• Provide onboarding, continuous learning, and development for all team members.
• Motivate and coach for peak performance; provide feedback and corrective action as needed.
• Balance workload and delegate to meet customer experience goals and SLAs.
• Set and monitor team goals with clear expectations for productivity and quality.
• Monitor KPI dashboards; assess data to optimize resource allocation and efficiency.
• Support escalated issues and ensure prompt resolution; back-up support as needed.
• Assist onboarding and training of Account Executives on customer facing activities.
• Collaborate with Sales, Marketing, Finance, and Operations on cross-functional initiatives.

Skills

Leadership

Coaching & mentoring

Customer service mindset

Communication skills

Organizational skills

Problem-solving

Team management

Travel flexiblity

Education

Bachelor's Degree or equivalent

Tools

CRM systems (Salesforce, Hubspot)

Order automation systems

AI experience preferred

Job description

Shorr Packaging Corp. is seeking a Customer Support Manager to hire, coach, and lead a diverse team in a fast-paced environment. This role acts as a coach and mentor to grow team members while upholding quality service standards and SOP adherence.

The manager will drive customer experience strategies, collaborate with internal stakeholders, and build a highly engaged team delivering best-in-class support. Strong leadership and CRM experience are essential.