Full-Time

Team Leader

Customer Service, Hybrid

Confirmed live in the last 24 hours

StockX

StockX

1,001-5,000 employees

Marketplace for high-demand consumer products

Consumer Software
Consumer Goods

Compensation Overview

$55k - $65kAnnually

+ Equity + Discretionary Bonuses

Junior, Mid

Detroit, MI, USA

This job is hybrid.

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Customer Service
Requirements
  • 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.
Responsibilities
  • 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.

StockX operates as an online marketplace for buying and selling high-demand consumer products, with a primary focus on sneakers, streetwear, electronics, collectibles, and luxury items. The platform functions like a stock market, where products have real-time market prices determined by supply and demand, allowing users to see the current value of items and make informed decisions. StockX stands out from competitors by ensuring the authenticity of products through a strict verification process, which builds trust among its users. The company generates revenue by charging transaction fees on sales. Its goal is to provide a transparent and reliable platform for consumers who are interested in limited-edition and hard-to-find items, capitalizing on the growing trend of online shopping.

Company Stage

Series E

Total Funding

$481.5M

Headquarters

Detroit, Michigan

Founded

2016

Growth & Insights
Headcount

6 month growth

1%

1 year growth

1%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • StockX's strong focus on authenticity and transparency has cultivated a loyal customer base, enhancing long-term growth prospects.
  • The platform's expansion into immersive shopping experiences positions it at the forefront of e-commerce innovation.
  • StockX's diverse product range, from sneakers to luxury items, allows it to tap into multiple high-demand markets.

What critics are saying

  • The high rate of counterfeit items in the market necessitates continuous investment in verification technology, which could strain resources.
  • Recent layoffs and the departure of key executives like the CMO may indicate internal instability and affect company morale.

What makes StockX unique

  • StockX's 'stock market of things' model with real-time market pricing sets it apart from traditional resale platforms.
  • The company's rigorous verification process, which blocked over 400,000 counterfeit items last year, builds significant trust among users.
  • StockX's early adoption of immersive shopping experiences, such as the Apple Vision Pro app, showcases its commitment to technological innovation.

Help us improve and share your feedback! Did you find this helpful?