{"id":1549429,"url":"https://alion.io/job/stord-associate-manager-customer-support","title":"Associate Manager, Customer Support","company":{"id":5812,"name":"Stord","domain":"stord.com","url":"https://alion.io/company/stord","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":9,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Las Vegas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":111000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":677},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-30T23:40:07Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-01T13:07:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\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.\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.\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.\nAssociate Manager, Customer SupportRole Overview\nThe 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.\nThis 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.\nThe 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.\nThis role reports to the Director of Customer Experience.\nKey Responsibilities\nTeam Leadership & Accountability\nLead, coach, and develop a team of Customer Support Associates and/or Specialists\nEstablish clear performance expectations around response times, case quality, documentation, client communication, and SLA adherence\nMonitor individual and team KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence\nConduct regular 1:1s, performance discussions, and skill development planning\nManage day-to-day staffing, workload distribution, and team coverage\nReinforce a culture of ownership, urgency, accountability, and continuous improvement\nEscalate performance concerns and partner with Support leadership on development or corrective action plans as needed\nData & Performance Management\nMonitor Support dashboards and reporting to identify performance trends, gaps, and areas requiring intervention\nUse Salesforce, WMS, OMS, and other reporting tools to investigate case and operational issues\nIdentify recurring drivers of escalations, delays, and repeat contacts and surface trends to Support leadership\nTranslate team-level performance data into coaching and action plans\nEnsure reporting and case documentation are accurate and consistently maintained\nProcess Optimization & Systems Improvement\nEnsure team adherence to established Support processes, SOPs, escalation paths, and communication standards\nIdentify workflow inefficiencies, documentation gaps, and opportunities for improvement\nPartner with Support leadership to implement process and system changes\nProvide frontline feedback on processes, tooling, and documentation based on team and client experience\nSupport adoption of new tools, workflows, SOPs, and operational changes\nEscalation Management\nServe as the first point of management escalation for cases within the assigned team or scope\nEnsure escalation paths are followed and issues are clearly documented and communicated\nCoordinate with Fulfillment Operations, Transportation, Finance, Tech, and other teams to drive issues toward resolution\nEscalate high-risk, sensitive, or systemic client issues to Support leadership as appropriate\nEnsure timely follow-up and clear ownership through resolution\nCross-Functional Collaboration\nServe as a day-to-day liaison between the assigned Support team and operational partners\nMaintain strong working relationships with Fulfillment Operations and other internal stakeholders\nCommunicate operational updates and changes clearly to the Support team\nSurface recurring client pain points, process gaps, and operational trends to Support leadership\nReinforce alignment on priorities, communication standards, and accountability across teams\nWhat You’ll Need\n3+ years of experience in customer support, logistics, supply chain, or operational management\nPrevious experience leading, mentoring, or coaching others; formal people-management experience preferred\nStrong analytical skills and comfort working with performance data\nStrong attention to detail and organizational skills\nExperience working within CRM systems; Salesforce experience preferred\nAbility to learn and navigate operational systems such as WMS and OMS platforms\nStrong written and verbal communication skills\nDemonstrated ability to follow, reinforce, and improve established processes\nAbility to manage competing priorities in a fast-paced environment\nSelf-starter mindset with comfort operating in ambiguity\nAbility to travel up to 10% annually, based on business need\nBonus Points\nExperience in a high-growth or start-up environment\nExperience in logistics-tech, fulfillment, warehousing, or transportation\nPrevious team lead, supervisor, or entry-level management experience\nExperience supporting distributed or offshore teams\nFamiliarity with workflow automation or Support operations platforms\nExperience supporting a system migration or operational transformation","description_format":"text","description_chars":6434,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Transportation & Logistics","Logistics","Warehousing"],"lifecycle":[{"event":"open","at":"2026-09-30T23:40:07Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:6","velocity","win:early","comp:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/stord-associate-manager-customer-support","json_url":"https://alion.io/job/stord-associate-manager-customer-support.json","meta":{"generated_at":"2026-10-01T19:00:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1310,"day_limit":5000,"remaining_today":3690,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}