{"schemaVersion":"jobsearcher.job.v1","id":"a08098e4abd11dda0df4a6ea","url":"https://jobsearcher.com/jobs/a08098e4abd11dda0df4a6ea","canonicalUrl":"https://jobsearcher.com/jobs/a08098e4abd11dda0df4a6ea","title":"Manager, Client Support","description":"The Manager, Customer Support will lead a team of Support Associates and Specialists responsible for delivering timely, accurate, and high-quality case resolution across our client portfolio.\n\nThis leader will drive operational rigor within Support, owning response time performance, data integrity, process standardization, and cross-functional alignment.\n\nThis role reports to the Director of Customer Experience.\n\nTeam Leadership & Accountability\n\nLead, coach, and develop a team of Customer Support Associates and Specialists\n\nEstablish clear performance expectations around response times, case quality, documentation, and client communication\n\nMonitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence\n\nConduct regular 1:1s, performance reviews, and skill development planning\n\nCreate a culture of ownership, urgency, and continuous improvement\n\nData & Performance Management\n\nAnalyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks\n\nSlice and interpret support metrics to uncover root causes of escalations, delays, and repeat issues\n\nBuild and maintain dashboards to track team health and client experience metrics\n\nTranslate data into actionable plans to improve efficiency and client satisfaction\n\nProcess Optimization & Systems Improvement\n\nIdentify inefficiencies in workflows, documentation, and system configurations\n\nPartner cross-functionally to streamline processes, reduce manual work, and automate repetitive tasks\n\nDrive updates to SOPs to ensure consistency, clarity, and scalability\n\nLead initiatives that improve case routing, escalation frameworks, and ticket lifecycle management\n\nEscalation Management\n\nOwn high-level and sensitive client escalations\n\nEnsure resolution paths are clear, documented, and communicated effectively\n\nPartner with Fulfillment Operations, Transportation, Finance, and Tech teams to resolve systemic issues\n\nCross-Functional Collaboration\n\nAct as a liaison between Support and internal operational teams\n\nAdvocate for client experience considerations in operational decision-making\n\nEnsure alignment on priorities, communication standards, and accountability across teams\n\nWhat You’ll Need\n\n5+ years of experience in customer support, logistics, supply chain, or operational management\n\n2+ years of direct people management experience\n\nStrong analytical skills with the ability to interpret and act on large datasets\n\nExtreme attention to detail and strong organizational skills\n\nExperience working within CRM systems (Salesforce preferred), WMS, and OMS platforms\n\nProven ability to build or improve processes in fast-paced, evolving environments\n\nClear, proactive communicator with strong written and verbal skills\n\nSelf-starter mindset with comfort operating in ambiguity\n\nAbility to travel up to 20% annually (1 to 2 monthly business trips)\n\nBonus Points\n\nPrevious experience at a start-up is a plus\n\nProficiency in WMS, OMS systems and customer service technologies\n\nExperience in process improvement and operational management\n\nStrong communication and interpersonal skills\n\n#J-18808-Ljbffr","company":"Stord","rawCompany":"stord","city":"Hebron Estates","state":"KY","isRemote":false,"isActive":true,"createdAt":"2026-06-20T03:23:47.308Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"11-2022.00","title":"Sales Managers","slug":"sales-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, Client Support","description":"The Manager, Customer Support will lead a team of Support Associates and Specialists responsible for delivering timely, accurate, and high-quality case resolution across our client portfolio.\n\nThis leader will drive operational rigor within Support, owning response time performance, data integrity, process standardization, and cross-functional alignment.\n\nThis role reports to the Director of Customer Experience.\n\nTeam Leadership & Accountability\n\nLead, coach, and develop a team of Customer Support Associates and Specialists\n\nEstablish clear performance expectations around response times, case quality, documentation, and client communication\n\nMonitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence\n\nConduct regular 1:1s, performance reviews, and skill development planning\n\nCreate a culture of ownership, urgency, and continuous improvement\n\nData & Performance Management\n\nAnalyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks\n\nSlice and interpret support metrics to uncover root causes of escalations, delays, and repeat issues\n\nBuild and maintain dashboards to track team health and client experience metrics\n\nTranslate data into actionable plans to improve efficiency and client satisfaction\n\nProcess Optimization & Systems Improvement\n\nIdentify inefficiencies in workflows, documentation, and system configurations\n\nPartner cross-functionally to streamline processes, reduce manual work, and automate repetitive tasks\n\nDrive updates to SOPs to ensure consistency, clarity, and scalability\n\nLead initiatives that improve case routing, escalation frameworks, and ticket lifecycle management\n\nEscalation Management\n\nOwn high-level and sensitive client escalations\n\nEnsure resolution paths are clear, documented, and communicated effectively\n\nPartner with Fulfillment Operations, Transportation, Finance, and Tech teams to resolve systemic issues\n\nCross-Functional Collaboration\n\nAct as a liaison between Support and internal operational teams\n\nAdvocate for client experience considerations in operational decision-making\n\nEnsure alignment on priorities, communication standards, and accountability across teams\n\nWhat You’ll Need\n\n5+ years of experience in customer support, logistics, supply chain, or operational management\n\n2+ years of direct people management experience\n\nStrong analytical skills with the ability to interpret and act on large datasets\n\nExtreme attention to detail and strong organizational skills\n\nExperience working within CRM systems (Salesforce preferred), WMS, and OMS platforms\n\nProven ability to build or improve processes in fast-paced, evolving environments\n\nClear, proactive communicator with strong written and verbal skills\n\nSelf-starter mindset with comfort operating in ambiguity\n\nAbility to travel up to 20% annually (1 to 2 monthly business trips)\n\nBonus Points\n\nPrevious experience at a start-up is a plus\n\nProficiency in WMS, OMS systems and customer service technologies\n\nExperience in process improvement and operational management\n\nStrong communication and interpersonal skills\n\n#J-18808-Ljbffr","datePosted":"2026-06-20T03:23:47.308Z","dateModified":"2026-06-20T03:23:47.308Z","hiringOrganization":{"@type":"Organization","name":"Stord","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Hebron Estates","addressRegion":"KY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a08098e4abd11dda0df4a6ea"},"url":"https://jobsearcher.com/jobs/a08098e4abd11dda0df4a6ea"}}