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.

• 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

• 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

• 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

• 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

• 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

• 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)

• 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