Teams at Stord

Lead and develop a Customer Support team to deliver timely, accurate case resolution. Own KPIs (TTFR, TTR, CSAT), analyze data from CRM/WMS/OMS, build dashboards, and drive process and system improvements. Manage escalations, update SOPs, and collaborate cross-functionally with Operations, Transportation, Finance, and Tech to improve client experience and operational efficiency.

Own parcel system configurations and data integrity for carrier and client onboarding. Configure carrier contracts, rates, and billing logic; document SOPs; troubleshoot API and rate engine issues; support operational teams; and manage multi-phase configuration projects to ensure accurate, auditable, scalable parcel operations.

Embed with internal teams to map workflows, design and ship production agentic AI systems that automate CX, finance, ops, and developer productivity. Build LLM integrations, observability, APIs, reusable automation modules, and data products to replace manual operational work.