Customer Experience Associate

Customer Experience Associate (CEA I)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.By 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.With 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.Hundreds 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.The Customer Experience Associate (CEA I) is responsible for delivering timely, accurate, and professional support to clients across multiple communication channels. This is a foundational role focused on executing established processes, managing standard client inquiries, and building core skills in case management and problem-solving.CEA Is are expected to operate with a strong sense of accountability, consistently meet performance expectations, and develop the skills required to handle more complex scenarios over time.What You'll Do:Client Support & ResponsivenessRespond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAsAcknowledge and triage incoming requests quickly to ensure timely engagementCommunicate clearly and professionally in all client interactionsProvide consistent updates to clients through resolutionCase Management & ExecutionManage assigned cases from intake through resolution using established processesAccurately document, categorize, and update cases in SalesforceFollow SOPs to resolve standard and well-defined client issuesEscalate more complex or unclear issues to senior team members when neededProcess Adherence & QualityFollow established workflows, SOPs, and guidelines consistentlyMaintain accurate and complete case documentationEnsure attention to detail in all client communications and system updatesIdentify when processes are unclear or missing and flag to leadershipCollaboration & Team SupportPartner with internal teams as needed to support case resolutionAsk questions and seek guidance when navigating unfamiliar scenariosContribute to a positive, professional, and accountable team environmentLearning & DevelopmentBuild foundational knowledge of systems, workflows, and client needsActively incorporate feedback to improve performanceDevelop problem-solving skills and confidence in handling cases independentlyProgress toward managing more complex cases with less oversightBasic Requirements:2 years in customer support, client experience, or a related fieldExperience in a fast-paced, client-facing, or supply chain environment preferredStrong written and verbal communication skillsHigh attention to detail and ability to follow processesWillingness to learn and take feedbackBasic problem-solving ability and critical thinkingStrong time management and organizational skillsFamiliarity with CRM or ticketing systems (Salesforce preferred)Comfort working across multiple tools and systemsWhat Success Looks Like in This Role:Consistently meets SLA expectations (response time, resolution time, CSAT)Accurately follows processes and maintains strong case documentationDemonstrates reliability, accountability, and professionalismBuilds confidence in handling cases with increasing independenceShows measurable growth in problem-solving and system knowledge