Customer Service Team Supervisor

2 weeks ago

Hamtramck, Michigan, United States StockX Full time
Empower our global customers to connect with culture through their passions.

About the Position

The Customer Service Team Supervisor will cultivate and manage relationships with a team of 12-20 front-line representatives to ensure an exceptional customer experience. You will coach and guide your team to meet customer service objectives and achieve key performance indicators. Additionally, you will occasionally spearhead customer service initiatives, including process enhancements, focus groups, and special projects.

Key Responsibilities
  • Oversee daily operations of the team, including tracking employee attendance, performance metrics, and time-off requests.
  • Provide constructive coaching and feedback to team members consistently and thoughtfully.
  • Collaborate with the Customer Service Quality Assurance team to identify knowledge gaps and performance issues, implementing training and coaching to address these areas.
  • Inspire and guide your team to achieve targets and meet performance metrics.
  • Supervise team members during their shifts, stepping in as necessary to ensure a superior customer experience.
  • Identify process inefficiencies and collaborate with relevant teams to implement solutions.
  • Lead front-line team members and develop a Team Captain.
  • Monitor customer satisfaction scores for each team member, providing recognition and feedback based on customer evaluations.
  • Maintain a comprehensive understanding of your team's overall performance and accountability.
  • Foster strong relationships with team members and implement recognition programs.
Candidate Profile
  • At least 1 year of experience in a management role with a strong ability to build trust.
  • A minimum of 4 years in Customer Service or a related field, with progressive responsibilities.
  • High School diploma or GED required.
  • Proven track record of driving measurable improvements.
  • Comfortable in a dynamic, fast-paced work environment, with the ability to adapt swiftly.
  • Confident in making independent decisions and taking ownership of outcomes.
  • Proficient in Microsoft Office, Google Suite, Slack, and other standard office applications.
  • Strong analytical skills necessary for resolving complex problems.
  • Ability to manage substantial workloads and prioritize effectively.
About StockX

StockX is a Detroit-based technology leader in the expanding online marketplace for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. Our innovative platform connects buyers and sellers of high-demand consumer goods globally, utilizing dynamic pricing mechanisms. This model provides access and market visibility powered by real-time data, enabling buyers and sellers to transact based on market value. The StockX platform features a wide array of brands across various sectors, including Jordan Brand, adidas, Nike, Supreme, BAPE, Off-White, Louis Vuitton, Gucci, and collectibles from renowned artists. Established in 2016, StockX employs over 1,000 individuals across various locations worldwide.

We are an equal opportunity employer and value diversity within our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to provide essential information regarding the scope of the role and the general nature of work performed by individuals in this position. However, it is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the role. StockX reserves the right to modify this job description at any time.

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