Customer Experience Associate

Stord is The Consumer Experience Company powering seamless checkout through delivery for todays 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. Stords 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.

CEAs 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 Youll Do:

Client Support & Responsiveness

• Respond to client inquiries across multiple channels (Salesforce email Slack etc.) within established SLAs (response time resolution time CSAT)

• Acknowledge and triage incoming requests quickly to ensure timely engagement

• Communicate clearly and professionally in all client interactions

• Provide consistent updates to clients through resolution

Case Management & Execution

• Manage assigned cases from intake through resolution using established processes

• Accurately document categorize and update cases in Salesforce

• Follow SOPs to resolve standard and well-defined client issues

• Escalate more complex or unclear issues to senior team members when needed

Process Adherence & Quality

• Follow established workflows SOPs and guidelines consistently

• Maintain accurate and complete case documentation

• Ensure attention to detail in all client communications and system updates

• Identify when processes are unclear or missing and flag to leadership

Collaboration & Team Support

• Partner with internal teams as needed to support case resolution

• Ask questions and seek guidance when navigating unfamiliar scenarios

• Contribute to a positive professional and accountable team environment

Learning & Development

• Build foundational knowledge of systems workflows and client needs

• Actively incorporate feedback to improve performance

• Develop problem-solving skills and confidence in handling cases independently

• Progress toward managing more complex cases with less oversight

What Youll Need:

• 2 years in customer support client experience or a related field

• Experience in a fast-paced client-facing or supply chain environment preferred

• Familiarity with CRM or ticketing systems preferred

• Comfortable working across multiple tools and systems