Team Leader, 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

The Team Lead will manage and build relationships with a team of front-line CS specialists to deliver a great customer experience. You’ll work with and coach your team to achieve CS team goals and hit key performance metrics. You will also occasionally lead CS initiatives around things such as process improvement, focus groups, special projects, etc.

What you will do

Day-to-day management of a team including monitoring employee attendance, performance, holiday, etc.

Coaching and providing feedback to your team in a thoughtful and consistent manner

Working with the CS Quality Assurance team to identify gaps in knowledge and performance and implementing upskill/refresher training and coaching to fill those gaps

Motivating and monitoring your team to achieve results and hit key performance metrics

Supervising team members as they work and stepping in where needed to ensure an outstanding customer experience

Identifying gaps in processes and working with the appropriate team to improve them

Monitoring CSAT scores for each team member and providing recognition and feedback based on customer reviews

Being knowledgeable on and accountable for your team’s overall performance

Building relationships with your team members and implementing recognition initiatives

Maintain an excellent level of partnership by having a positive attitude, being encouraging in words and actions, embodying the core values of StockX

Administer disciplinary actions according to HR policies. Notify senior management and Human Resources of any issues of concern

About you

Customer Service/call centre experience

Confident in making independent decisions and owning the outcomes

Proven Analytical skills to resolve problems requiring a professional level of business knowledge

Ability to maintain highly confidential information

Ability to recognize current trends within the industry and suggest ways to improve the overall customer experience

Must be willing to work extended hours including weekends, holidays and across shift patterns

Location: London / Manchester (Remote, but needs to be based in the listed location)

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.