Associate Manager, Customer Support

Stord 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. By 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 h 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.

Hundreds 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.

The Associate Manager, Customer Support will lead a team of Customer Support Associates and/or Specialists responsible for delivering timely, accurate, and high-quality case resolution across our client portfolio. This role is responsible for the day-to-day performance and development of a defined Support team, including coaching, KPI management, workload oversight, process adherence, and escalation support. The ideal candidate is a developing people leader who is highly organized, data-driven, proactive, and comfortable operating in a fast-paced logistics-tech environment.

The Associate Manager will work closely with Support leadership and cross-functional partners to ensure established processes are executed consistently, performance expectations are met, and issues impacting clients are identified and escalated appropriately. This role reports to the Director of Customer Experience.

• Lead, coach, and develop a team of Customer Support Associates and/or Specialists
• Establish clear performance expectations around response times, case quality, documentation, client communication, and SLA adherence
• Monitor individual and team KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance discussions, and skill development planning
• Manage day-to-day staffing, workload distribution, and team coverage
• Reinforce a culture of ownership, urgency, accountability, and continuous improvement
• Escalate performance concerns and partner with Support leadership on development or corrective action plans as needed

• Monitor Support dashboards and reporting to identify performance trends, gaps, and areas requiring intervention
• Use Salesforce, WMS, OMS, and other reporting tools to investigate case and operational issues
• Identify recurring drivers of escalations, delays, and repeat contacts and surface trends to Support leadership
• Translate team-level performance data into coaching and action plans
• Ensure reporting and case documentation are accurate and…