Training Consultant, Customer Service

Job Description

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

About the team

The Customer Service team at StockX delivers 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 a Training Consultant for the Customer Service department, you will be part of a team that is transforming the way we train and develop talent. Your main responsibilities will range from onboarding new-hires to up-training existing Team Members with new skills. This is a highly collaborative position in which s/he will work with Team Leaders, Team Captains, Quality Assurance, Knowledge and Project Management to to assist in developing, testing, and reviewing training programs and materials prior to delivery. In addition to delivering training and monitoring results, the Training Consultant will contribute to new training program design and existing program enhancements.

What you'll do

• Work closely with others to help create and update training materials
• Collaborate on delivery method and effectiveness of content built through practice runs, training feedback sessions, etc.
• Facilitate in-person and remote training, including train-the-trainer sessions for other trainers to learn new material
• Facilitate customer service training topics including technical systems and social-skills training
• Create training schedules, specifically for upskilling and continuous learning
• Track and document learner training progress and completion through scorecard and other documentation; provide details and results to Functional Support Manager and Team Operations leaders
• Assist other trainers with facilitation (especially new content) and tracking progress and completion of training to ensure that all training is correctly tracked and reported on
• Work with KM to document training content for our knowledge resource database
• Collaborate with Team Leaders and Captains to facilitate practice runs of new training content
• Travel to other sites for in-person training, as needed

About you

• 1-3 years of real-time call center experience
• 1-3 years of relevant experience training and/or facilitating
• Call center training experience preferred
• Excellent verbal and written communication skills, including the ability to speak in public and effectively lead training sessions with participants at all levels
• Strong critical thinking skills
• Ability to collaborate effectively and incorporate feedback into work
• Sometimes making decisions with prior approval from leader
• Previous instructional design experience preferred

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.