Team Leader, Customer Service (Hybrid)

Why you'll love this role

As the Customer Service Team Leader (TL) you’ll be an integral member of an exciting, hyper growth company as we continue to expand our service globally. If you enjoy working in a start-up culture, where ambiguity inspires your creativity, StockX may be the place for you!  The TL will manage and build relationships with a team of 15-20 front-line agents, who service our customers via chat, phone and email, to deliver a great customer experience. You’ll work with and coach your team to achieve CS team goals and hit key performance metrics. You will also occasionally lead CS initiatives around things such as process improvement, team member engagement, focus groups, special projects, etc. 

What You'll Do

• Day-to-day management of a team including monitoring employee time cards, performance, PTO, etc.
• Monitoring queue levels and partnering with Workforce Management to move team members based on service levels.
• Facilitate team meetings on a weekly/monthly/adhoc basis.
• Coach and provide feedback to your team in a thoughtful and consistent manner.
• Work with the CS Quality Assurance team to identify gaps in knowledge and performance, and create a team level action plan for improvements.
• Motivate and monitor your team to achieve results and hit key performance metrics and step in where needed to ensure an outstanding customer experience across all channels.
• Learn and understand a variety of daily, weekly and monthly reports used to manage your team.
• Identify gaps in processes and work with the appropriate team to remedy.
• Lead your team through change management using a thoughtful, servant-leader approach. 
• Assist with developing an assigned Team Captain.
• Monitor CSAT scores for each team member and provide recognition and feedback based on customer reviews and feedback submitted by Team Captains. 
• Build relationships with your team members, peers and cross-functional partners.
• Create action plans for increased engagement based on TM feedback and our annual TM Engagement Survey. 
• Help Customer Service Managers implement recognition initiatives.
• Complete any other duties deemed necessary by leadership.

About You

• Minimum of 2 years experience managing others in a call center environment with a keen ability to build their trust. 
• Minimum of 4 years of Customer Service or related experience, with increasing responsibilities.
• Minimum of 2 years experience working in phone, chat and email in a fast-paced, customer service environment.
• High School diploma/GED
• Demonstrated track record of driving tangible improvement.
• Comfortable in a fast-paced, startup work environment, with the ability to adapt quickly.
• Confident in making independent decisions and owning the outcomes.
• Proficient in MS Office, Google Suite, Slack, and other common office software.
• Analytical skills necessary to resolve problems requiring a professional level of business knowledge.
• Ability to manage large workloads and prioritize.

Pursuant to the various pay transparency laws/acts, the base salary is $55,000-65,000 plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.