Client Support Manager

Stord

Manager of Customer Support leading a team of associates and specialists in logistics-tech environment. Ensuring timely, accurate case resolution and driving operational performance.

Posted 6/12/2026full-timeHebron • Connecticut, Kentucky • 🇺🇸 United StatesMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

data analysisKPI managementperformance managementprocess improvementworkflow optimizationcase quality assessmentdocumentation standardsclient communication

Soft Skills

leadershipcoachingorganizational skillsanalytical skillsattention to detailproactive communicationself-starter mindsetadaptability

Tools & Technologies

SalesforceCRM systemsWMSOMSreporting tools

Industry Keywords

customer supportlogisticssupply chainoperational managementSLA adherenceCSATTTFRTTRbacklog health

About the role

Key responsibilities & impact

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
Identify inefficiencies in workflows, documentation, and system configurations
Act as a liaison between Support and internal operational teams

Requirements

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)

Benefits

Comp & perks

Health insurance
Professional development