Team Leader, Customer Service
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Help empower our global customers to connect to culture through their passions.
About the Role
As a Team Leader Customer Service you will play a critical role in shaping and scaling StockXs global customer service organization. Were counting on you to deliver experiences that build trustacross every interaction every region and every channel.
Joining StockX from the outside you will bring a fresh perspective while quickly learning our business customers and operations. You will lead through a customer-first mindset helping to stand up and develop a high-performing team while elevating service standards globally.
This role goes beyond day-to-day supportit is about building coaching and operationalizing excellence at scale ensuring we deliver consistent high-quality experiences that drive customer loyalty retention and brand trust.
What Youll Do
Build & Lead a High-Performing Team
- Lead coach and develop a team of Customer Experience Associates creating a culture of accountability growth and recognition
- Support the build-out and ramp of new or evolving teams ensuring strong onboarding training and performance foundations
- Establish clear expectations and performance standards aligned to global service goals
Champion the Customer Experience
- Act as a customer advocate ensuring every decision prioritizes trust quality and resolution
- Step into complex and escalated customer situations modeling calm confident and customer-first decision-making
- Identify customer pain points and partner cross-functionally to drive improvements
Drive Performance & Operational Excellence
- Own team performance across key metrics including CSAT quality productivity and SLA adherence
- Leverage data and insights to identify trends gaps and opportunities for improvement
- Ensure operational consistency across channels (chat email phone SMS) and workflows
Scale & Improve Global Operations
- Partner with global stakeholders to ensure alignment and consistency across regions and teams
- Contribute to process improvements tooling enhancements and workflow optimization
- Support change management efforts including rollout of new processes tools and job aids
Lead Through Influence & Collaboration
- Build strong partnerships across Customer Service Product Operations and other cross-functional teams
- Act as a key connector between frontline teams and leadership ensuring clear communication and alignment
- Foster a culture of continuous feedback and innovation
About You
- 4-5 years of experience in customer service with success in multi-channel environments (email chat phone).
- 2 years of experienced as n experienced people leader in customer service or customer experience ideally in a fast-paced or high-growth environment
- Proven ability to coach and lead team members provide constructive feedback and performance improvement
- A fast learner who can quickly ramp in a new business and navigate ambiguity with confidence
- Passionate about building teams and developing talent especially in evolving or newly formed environments
- Deeply customer-focused with a track record of improving service experiences and outcomes
- Comfortable operating in a global environment collaborating across regions time zones and cultures
- Data-driven with the ability to translate insights into meaningful action
- Strong communicator and influencer able to lead both directly and cross-functionally
Preferred Qualifications
- Experience joining an organization externally and driving early impact
- Background in e-commerce marketplace or tech-enabled customer support
- Experience supporting or partnering with global customer service operations
- Demonstrated success in scaling teams improving processes or leading change initiatives
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. StockXs 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 brands including LEGO KAWS Bearbrick and Pop Mart; and electronics from industry-leading manufacturers Sony Microsoft Meta and Apple. Launched in 2016 StockX employs 1000 people across offices and verification centers around the world. Learn more at .
About Company
Buy and sell the hottest sneakers including Adidas Yeezy and Retro Jordans, Supreme streetwear, trading cards, collectibles, designer handbags and luxury watches.
