{"schemaVersion":"jobsearcher.job.v1","id":"e0ffbadf3501b2bcfd0dfd05","url":"https://jobsearcher.com/jobs/e0ffbadf3501b2bcfd0dfd05","canonicalUrl":"https://jobsearcher.com/jobs/e0ffbadf3501b2bcfd0dfd05","title":"Manager, Client Support","description":"hackajob is collaborating with Stord to connect them with exceptional professionals for this role.\n\nStord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.\n\nBy combining comprehensive commerce‑enablement technology with high‑volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator‑built software suite including OMS, Pre‑ and Post‑Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.\n\nWith Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end‑to‑end commerce solutions combine best‑in‑class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.\n\nHundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry‑leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top‑tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.\n\nThe 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. The ideal candidate is highly detail‑oriented, analytical, proactive, and comfortable navigating ambiguity in a fast‑paced logistics‑tech environment.\n\nThis role reports to the Director of Customer Experience.\n\nKey Responsibilities\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":"Hackajob","rawCompany":"hackajob","city":"Hebron Estates","state":"KY","isRemote":false,"isActive":true,"createdAt":"2026-07-15T03:27:27.398Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, Client Support","description":"hackajob is collaborating with Stord to connect them with exceptional professionals for this role.\n\nStord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.\n\nBy combining comprehensive commerce‑enablement technology with high‑volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator‑built software suite including OMS, Pre‑ and Post‑Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.\n\nWith Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end‑to‑end commerce solutions combine best‑in‑class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.\n\nHundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry‑leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top‑tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.\n\nThe 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. The ideal candidate is highly detail‑oriented, analytical, proactive, and comfortable navigating ambiguity in a fast‑paced logistics‑tech environment.\n\nThis role reports to the Director of Customer Experience.\n\nKey Responsibilities\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":"2026-07-15T03:27:27.398Z","dateModified":"2026-07-15T03:27:27.398Z","hiringOrganization":{"@type":"Organization","name":"Hackajob","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Hebron Estates","addressRegion":"KY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e0ffbadf3501b2bcfd0dfd05"},"url":"https://jobsearcher.com/jobs/e0ffbadf3501b2bcfd0dfd05"}}