Customer Support Team Lead - Logistics Tech & Growth

Stord-Warehous; Las Vegas (NV); On-site; USD 90,000 - 130,000; Full time

Job summary

Stord in Las Vegas seeks an Associate Manager, Customer Support to lead a team delivering timely, accurate case resolutions across client portfolios. You will coach, monitor KPIs, and partner with cross-functional teams to uphold service levels and client satisfaction.

You will collaborate with Salesforce, WMS, and OMS to investigate issues, drive improvements, and ensure consistent, scalable support operations in a fast-paced logistics-tech environment.

Qualifications

• 3+ years in customer support, logistics, or operations management.
• Proven experience leading or mentoring teams; people-management preferred.
• Strong analytical skills with comfort in performance data and dashboards.
• Experience with CRM systems; Salesforce preferred.
• Ability to navigate WMS/OMS platforms and communicate clearly.

Responsibilities

• Lead a team of Customer Support Associates/Specialists; coach and develop talent.
• Own performance metrics: TTFR, TTR, CSAT, backlog, SLA adherence; conduct regular 1:1s.
• Monitor and act on support dashboards; investigate issues across systems.
• Escalate high-risk client issues and coordinate with Fulfillment Ops, Transportation, Finance, and Tech.
• Drive process improvements and tool adoption; ensure SOPs are followed.

Skills

Team leadership

Coaching

Analytical skills

CRM systems

Communication

Process improvement

Tools

Salesforce

WMS

OMS

Job description

Stord in Las Vegas seeks an Associate Manager, Customer Support to lead a team delivering timely, accurate case resolutions across client portfolios. You will coach, monitor KPIs, and partner with cross-functional teams to uphold service levels and client satisfaction.

You will collaborate with Salesforce, WMS, and OMS to investigate issues, drive improvements, and ensure consistent, scalable support operations in a fast-paced logistics-tech environment.