Full-Time

Team Leader

Customer Service

Confirmed live in the last 24 hours

StockX

StockX

1,001-5,000 employees

Marketplace for buying and selling sneakers

Fintech
Consumer Goods

Compensation Overview

$55k - $65kAnnually

+ Equity + Discretionary Bonuses

Mid, Senior

Detroit, MI, USA

This is a hybrid role.

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. This transparency helps buyers make informed decisions. StockX generates revenue by charging transaction fees on sales and ensures the authenticity of products through a strict verification process, fostering trust among users. The company targets a diverse audience, including sneaker enthusiasts and collectors, and has adapted to the growing trend of online shopping, making its platform accessible through a user-friendly interface and mobile app. StockX's goal is to connect buyers and sellers while maintaining a strong emphasis on authenticity and market transparency.

Company Stage

Private

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

  • Integration of AI can enhance StockX's verification system and consumer trust.
  • NFC-enabled tags can further assure authenticity and enhance customer experience.
  • The new 14-day return policy could improve customer satisfaction and loyalty.

What critics are saying

  • Increased competition from AI-driven authentication startups could challenge StockX's market position.
  • The ongoing legal dispute with Nike could damage StockX's reputation.
  • Leadership transition may lead to strategic shifts impacting company stability.

What makes StockX unique

  • StockX offers a 'stock market of things' model with real-time pricing.
  • The platform ensures authenticity through a rigorous verification process.
  • StockX provides a personalized sneaker portfolio feature for users.

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