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Customer Service Team Lead

2 months ago

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

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at StockX. As a key member of our customer service team, you will be responsible for managing and building relationships with a team of 12-20 front-line agents to deliver a great customer experience.

Key Responsibilities
  • Day-to-day management of a team including monitoring employee time cards, performance, PTO, 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 up-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 remedy them.
  • Leading front-line team members as well developing a Team Captain.
  • 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.
About You

We are looking for a candidate with a minimum of 1-year experience managing others and a keen ability to build their trust. You should also have a minimum of 4 years of Customer Service or related experience, with increasing responsibilities. Additionally, you should have a high school diploma/GED, demonstrated track record of driving tangible improvement, and be comfortable in a fast-paced, startup work environment.

We offer a competitive salary range of $55,000-65,000, plus opportunities for benefits, equity, and discretionary bonuses. Compensation is dependent on geography and may vary.

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.