layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Associate Manager, Customer Support at Stord

Team Leadership & Accountability
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
Data & Performance Management
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 consistently maintained
Process Optimization & Systems Improvement
Ensure team adherence to established Support processes, SOPs, escalation paths, and communication standards
Identify workflow inefficiencies, documentation gaps, and opportunities for improvement
Partner with Support leadership to implement process and system changes
Provide frontline feedback on processes, tooling, and documentation based on team and client experience
Support adoption of new tools, workflows, SOPs, and operational changes
Escalation Management
Serve as the first point of management escalation for cases within the assigned team or scope
Ensure escalation paths are followed and issues are clearly documented and communicated
Coordinate with Fulfillment Operations, Transportation, Finance, Tech, and other teams to drive issues toward resolution
Escalate high-risk, sensitive, or systemic client issues to Support leadership as appropriate
Ensure timely follow-up and clear ownership through resolution
Cross-Functional Collaboration
Serve as a day-to-day liaison between the assigned Support team and operational partners
Maintain strong working relationships with Fulfillment Operations and other internal stakeholders
Communicate operational updates and changes clearly to the Support team
Surface recurring client pain points, process gaps, and operational trends to Support leadership
Reinforce alignment on priorities, communication standards, and accountability across teams

Associate Manager, Customer Support

Employer job description

Key Responsibilities

What You’ll Need

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