Role summary
StockX is seeking a Customer Service Team Leader for its evening/night shift. This role is crucial for scaling the global customer service organization by building, coaching, and developing a high-performing team. The Team Leader will establish performance standards, act as a customer advocate, handle escalated situations, and drive improvements based on data insights. Key responsibilities include owning team performance metrics (CSAT, quality, productivity, SLA), ensuring operational consistency across channels, and collaborating cross-functionally with Product and Operations. The ideal candidate has 4-5 years of customer service experience and at least 2 years in a people leadership role, preferably in a fast-paced or high-growth environment. Strong coaching, data analysis, and communication skills are essential.
Help empower our global customers to connect to culture through their passions.
Why you'll love this role
As a Team Leader, Customer Service, you will play a critical role in shaping and scaling StockX’s global customer service organization. We’re counting on you to deliver experiences that build trust—across every interaction, every region, and every channel. Joining StockX from the outside, you will bring a fresh perspective while quickly learning our business, customers, and operations. You will lead through a customer-first mindset, helping to stand up and develop a high-performing team while elevating service standards globally.
This role goes beyond day-to-day support—it is about building, coaching, and operationalizing excellence at scale, ensuring we deliver consistent, high-quality experiences that drive customer loyalty, retention, and brand trust.
What you'll do
Lead, coach, and develop a team of Customer Experience Associates, creating a culture of accountability, growth, and recognition
Support the build-out and ramp of new or evolving teams, ensuring strong onboarding, training, and performance foundations
Establish clear expectations and performance standards aligned to global service goals
Act as a customer advocate, ensuring every decision prioritizes trust, quality, and resolution
Step into complex and escalated customer situations, modeling calm, confident, and customer-first decision-making
Identify customer pain points and partner cross-functionally to drive improvements
Own team performance across key metrics including CSAT, quality, productivity, and SLA adherence
Leverage data and insights to identify trends, gaps, and opportunities for improvement
Ensure operational consistency across channels (chat, email, phone, SMS) and workflows
Partner with global stakeholders to ensure alignment and consistency across regions and teams
Contribute to process improvements, tooling enhancements, and workflow optimization
Support change management efforts, including rollout of new processes, tools, and job aids
Build strong partnerships across Customer Service, Product, Operations, and other cross-functional teams
Act as a key connector between frontline teams and leadership, ensuring clear communication and alignment
Foster a culture of continuous feedback and innovation
About you
4-5 years of experience in customer service with success in multi-channel environments (email, chat, phone).
2+ years of experienced as an experienced people leader in customer service or customer experience, ideally in a fast-paced or high-growth environment
Proven ability to coach and lead team members, provide constructive feedback and performance improvement
A fast learner who can quickly ramp in a new business and navigate ambiguity with confidence
Passionate about building teams and developing talent, especially in evolving or newly formed environments
Deeply customer-focused, with a track record of improving service experiences and outcomes
Comfortable operating in a global environment, collaborating across regions, time zones, and cultures
Data-driven, with the ability to translate insights into meaningful action
Strong communicator and influencer, able to lead both directly and cross-functionally
Nice to have skills
Experience joining an organization externally and driving early impact
Background in e-commerce, marketplace, or tech-enabled customer support
Experience supporting or partnering with global customer service operations
Demonstrated success in scaling teams, improving processes, or leading change initiatives
About StockX
StockX is proud to be a Detroit-based technology leader focused on the large and growing online market for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. StockX's powerful platform connects buyers and sellers of high-demand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by real-time data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand, adidas, Nike, Supreme, BAPE, Off-White, Louis Vuitton, Gucci; collectibles from brands including LEGO, KAWS, Bearbrick, and Pop Mart; and electronics from industry-leading manufacturers Sony, Microsoft, Meta, and Apple. Launched in 2016, StockX employs 1,000 people across offices and verification centers around the world. Learn more at www.stockx.com.
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. StockX may utilize AI to rank job applicant submissions against the position requirements to assist in determining candidate alignment.
