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
Own high-level and sensitive client escalations
Ensure resolution paths are clear, documented, and communicated effectively
Act as a liaison between Support and internal operational teams
Advocate for client experience considerations in operational decision-making

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)

Manager, Client Support

Key skills