Help empower our global customers to connect to culture through their passions.
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' 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.
- 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.
About Us
StockX is proud to be a Detroit-based technology leader focused on the large and growing online market for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. StockX's powerful platform connects buyers and sellers of high-demand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by real-time data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand, adidas, Nike, Supreme, BAPE, Off-White, Louis Vuitton, Gucci; collectibles from artists including KAWS and Takashi Murakami; and electronics from industry-leading manufacturers Sony, Microsoft, Nvidia, and Apple. Launched in 2016, StockX employs more than 1,000 people across offices and verification centers around the world.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time.
