Manager, Client Support

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. This leader will drive operational rigor within Support, owning response time performance, data integrity, process standardization, and cross-functional alignment. This role reports to the Director of Customer Experience. Team Leadership & Accountability Lead, coach, and develop a team of Customer Support Associates and Specialists Establish clear performance expectations around response times, case quality, documentation, and client communication Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence Conduct regular 1:1s, performance reviews, and skill development planning Create a culture of ownership, urgency, and continuous improvement Data & Performance Management Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks Slice and interpret support metrics to uncover root causes of escalations, delays, and repeat issues Build and maintain dashboards to track team health and client experience metrics Translate data into actionable plans to improve efficiency and client satisfaction Process Optimization & Systems Improvement Identify inefficiencies in workflows, documentation, and system configurations Partner cross-functionally to streamline processes, reduce manual work, and automate repetitive tasks Drive updates to SOPs to ensure consistency, clarity, and scalability Lead initiatives that improve case routing, escalation frameworks, and ticket lifecycle management Escalation Management Own high-level and sensitive client escalations Ensure resolution paths are clear, documented, and communicated effectively Partner with Fulfillment Operations, Transportation, Finance, and Tech teams to resolve systemic issues Cross-Functional Collaboration Act as a liaison between Support and internal operational teams Advocate for client experience considerations in operational decision-making Ensure alignment on priorities, communication standards, and accountability across teams What You’ll Need 5+ years of experience in customer support, logistics, supply chain, or operational management 2+ years of direct people management experience Strong analytical skills with the ability to interpret and act on large datasets Extreme attention to detail and strong organizational skills Experience working within CRM systems (Salesforce preferred), WMS, and OMS platforms Proven ability to build or improve processes in fast-paced, evolving environments Clear, proactive communicator with strong written and verbal skills Self-starter mindset with comfort operating in ambiguity Ability to travel up to 20% annually (1 to 2 monthly business trips) Bonus Points Previous experience at a start-up is a plus Proficiency in WMS, OMS systems and customer service technologies Experience in process improvement and operational management Strong communication and interpersonal skills #J-18808-Ljbffr