Team Leader, Customer Service Incidents & Money Movement

Job Description

Help shape the next generation of ecommerce for the next generation of consumer.

About the team

The Customer Service team at StockX exists to serve, delivering extraordinary customer service that creates effortless experiences. Through our service, we build an engaged and loyal StockX community. We work in a face-paced environment where we tear down walls to help our customers, and we find solutions, not excuses. Our success is focused on 3 areas: the Customer, the team member, and the Company. Serving our customers is our core, and we help drive a customer-centric culture. If you love serving others, have a passion for current culture, thrive in a face-paced environment, and embrace diversity and inclusion, StockX Customer Service may be the place for you!

About the role

As the Customer Service Team Leader of the Incidents & Money Movement team, 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 team lead will manage and build relationships with a team of 8 analysts to deliver a great customer experience. You’ll be responsible for developing systems, processes, and tools for proactive identification and actioning of incidents including a Social Media strategy from a Customer Service lens. s. You’ll work with and coach your team to achieve CS team goals and hit key performance metrics. You will also lead CS initiatives around root cause analysis, process improvement, focus groups, special projects, etc.

What you'll do

• Day-to-day management of a team including monitoring employee time cards, performance, PTO, etc.
• Providing front-line team members with the tools and resources needed to complete their goals effectively.
• Driving individual and team performance to ensure 100% manual money movement reconciliation with a focus on proactive actioning.
• Coaching and providing feedback to your team in a thoughtful and consistent manner, both in real time and retrospectively, to ensure an outstanding customer experience.
• Monitoring customer concerns that are routed through our Executives to understand the root cause of the concern, identify trends, then working to prioritize and reduce those contact types.
• Creating and maintaining a social media strategy, with an emphasis on the customer experience via Twitter, Facebook, Instagram, LinkedIn and TikTok.
• Working to identify gaps in knowledge and performance, and then working with both internal and external teams to implement corrective and preventative actions.
• Driving your team’s key performance metrics and motivating your team to achieve and improve their results.
• Developing a high performing team that is highly engaged.

About you

• Minimum of 4 years of Customer Service or related experience, with increasing responsibilities.
• Minimum of 1 year of experience managing others and a keen ability to build their trust.
• Experience managing a Social Media presence from a customer service perspective, including experience with Twitter, Facebook, Instagram, LinkedIn and TikTok.
• Demonstrated track record of driving tangible improvement.
• Confident in making independent decisions and owning the outcomes.
• Analytical skills necessary to resolve problems requiring a professional level of business knowledge.

About Us In a world where consumers increasingly value self-expression and individuality, the market for hard-to-find fashion, collectibles, and electronics has never been hotter. Our global platform offers unique access to current culture while our data-driven, bid-ask model provides buyers with the real-time visibility to know they’re getting a fair price. With key leadership and an inspiring vision in place, we believe we’re poised for significant growth: into new product verticals, new audiences, and new geographies. To get there we’re looking for flexible, all-in teammates who are excited by ownership and the opportunity to take on emerging challenges. If you’re a doer who’s ready to solve tough problems with plenty of laughs along the way, we’d love to hear from you. We welcome, embrace, and respect all dimensions of diversity. We’re committed to creating an inclusive environment where all team members are valued, supported, and respected—and no, you don’t need to know a thing about sneakers or fashion. 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.