Customer Service Team Leader

7 days ago

Hamtramck, Michigan, United States StockX Full time
About the Role

We are seeking a skilled Customer Service Team Leader to join our team at StockX. As a key member of our customer service department, you will be responsible for leading and developing a team of customer service representatives to deliver exceptional experiences for our customers.

Key Responsibilities
  • Lead and manage a team of 15-20 customer service representatives to achieve CS team goals and hit key performance metrics.
  • Day-to-day management of the team including monitoring employee time cards, performance, PTO, etc.
  • Facilitate team meetings on a weekly/monthly/adhoc basis to discuss progress, challenges, and opportunities for improvement.
  • Craft and implement effective coaching and feedback strategies to support team members in achieving their goals and improving their performance.
  • Monitor and analyze CSAT scores, customer feedback, and other relevant metrics to identify areas for improvement and develop targeted action plans.
  • Collaborate with cross-functional teams, including Quality Assurance and Workforce Management, to drive process improvements and optimize team performance.
  • Drive engagement initiatives, such as recognition programs and team-building activities, to foster a positive and inclusive team culture.
About You

To succeed in this role, you will need:

  • Minimum 2 years experience managing others in a call center environment, with a proven track record of driving team performance and growth.
  • Minimum 4 years of customer service or related experience, with increasing responsibilities and a strong understanding of customer needs and expectations.
  • Excellent communication and interpersonal skills, with the ability to build trust and rapport with team members, customers, and stakeholders.
  • A high school diploma/GED and proficiency in MS Office, Google Suite, Slack, and other common office software.
  • An analytical mindset, with the ability to collect and analyze data, identify trends, and make informed decisions.
  • The ability to work in a fast-paced, dynamic environment, with a flexible approach to change and a willingness to adapt quickly.
Compensation and Benefits

We offer a competitive salary range of $55,000-$65,000, depending on location and experience, plus opportunities for benefits (e.g., medical, dental), equity, and discretionary bonuses. Compensation may vary based on geography.

About Us

StockX is a Detroit-based technology leader focused on the online market for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. Our powerful platform connects buyers and sellers from around the world using dynamic pricing mechanics, empowering access and market visibility through real-time data. With over 1,000 employees across offices and verification centers worldwide, we are committed to equality and diversity in all aspects of our business.

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