Customer Support Team Lead, Fast-Growth Logistics Tech

Stord; Nevada; On-site; USD 70,000 - 100,000; Full time

Job summary

Stord, The Consumer Experience Company, seeks an Associate Manager, Customer Support to lead a team responsible for timely, accurate case resolution across client portfolios. You will coach, manage KPIs, and ensure SLA adherence in a fast-paced logistics-tech environment.

The role reports to the Director of Customer Experience and requires strong analytical skills, CRM experience (Salesforce), and the ability to travel up to 10% annually.

Qualifications

• 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 travel up to 10% annually, based on business need.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Customer support

Leadership

Data analysis

CRM systems

Communication

Attention to detail

Cross-functional collaboration

Tools

Salesforce

WMS

OMS

Job description

Stord, The Consumer Experience Company, seeks an Associate Manager, Customer Support to lead a team responsible for timely, accurate case resolution across client portfolios. You will coach, manage KPIs, and ensure SLA adherence in a fast-paced logistics-tech environment.

The role reports to the Director of Customer Experience and requires strong analytical skills, CRM experience (Salesforce), and the ability to travel up to 10% annually.