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. The ideal candidate is highly detail-oriented, analytical, proactive, and comfortable navigating ambiguity in a fast-paced logistics-tech environment.
This role reports to the Director of Customer Experience.
Key ResponsibilitiesTeam Leadership & Accountability
- 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
Data & Performance Management- 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
Process Optimization & Systems Improvement- 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
Escalation 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
Cross-Functional Collaboration- 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
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)
Bonus Points:- 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.
