Associate Manager, Customer Support (Logistics Tech)

Location: LAS2 - Las Vegas, Nevada, United States. The role requires up to 10% annual travel based on business needs.

Company

hirify.global provides commerce-enablement technology and high-volume fulfillment services, including fulfillment, warehousing, transportation, OMS, pre- and post-purchase, and WMS platforms.

What you will do

• Lead, coach, and develop a team of Customer Support Associates and Specialists.
• Set and monitor performance expectations for response times, case quality, documentation, client communication, and SLA adherence.
• Manage staffing, workload distribution, coverage, one-on-ones, performance discussions, and skill development plans.
• Use Salesforce, WMS, OMS, dashboards, and reporting tools to identify trends, operational issues, and recurring escalation drivers.
• Improve support workflows, documentation, SOPs, escalation paths, tooling, and adoption of operational changes.
• Coordinate escalations and client issues with Fulfillment Operations, Transportation, Finance, Technology, and other teams through resolution.

Requirements

• 3+ years of experience in customer support, logistics, supply chain, or operational management.
• Experience leading, mentoring, or coaching others; formal people-management experience is preferred.
• Strong analytical, organizational, written, and verbal communication skills.
• Experience with CRM systems; Salesforce experience is preferred.
• Ability to learn and navigate WMS and OMS platforms, reinforce established processes, and manage competing priorities in a fast-paced environment.
• Ability to travel up to 10% annually based on business need.

Nice to have

• Experience in a high-growth or startup environment.
• Experience in logistics technology, fulfillment, warehousing, or transportation.
• Previous team lead, supervisor, or entry-level management experience.
• Experience supporting distributed or offshore teams.
• Familiarity with workflow automation, support operations platforms, system migrations, or operational transformations.

Culture & Benefits

• Fast-paced logistics technology environment with significant operational scale.
• Culture focused on ownership, urgency, accountability, and continuous improvement.
• Cross-functional collaboration with fulfillment, transportation, finance, technology, and support teams.
• Opportunity to influence support processes, systems, documentation, and client experience.