Customer Service Specialist

As a Customer Service Specialist, you'll assist our most valued users and resolve escalated concerns for our customers, ensuring that every interaction builds trust, drives satisfaction, and supports long-term loyalty. You'll deliver an exceptional experience that builds trust, strengthens relationships, and reinforces why customers choose StockX. In this role, you'll not only resolve day-to-day inquiries across phone, chat, and email but also identify opportunities to enhance the customer journey, support repeat engagement, and contribute to overall revenue growth. Your ability to combine exceptional service with a sales and retention mindset will be key. By delivering clear communication, timely solutions, and education on StockX products and processes, you'll not only resolve issues but also reinforce confidence in the StockX platform, turning each interaction into an opportunity to build value and encourage repeat business.

Responsibilities:

• Provide an outstanding customer experience across all channels in all regions, including but not limited to email, phone, chat, and SMS.
• Handle escalated and complex inquiries with empathy, professionalism, and accuracy.
• Promote customer loyalty and retention by reinforcing the value of StockX and ensuring a positive resolution to every issue.
• Take ownership of customer concerns from start to finish, ensuring timely and effective outcomes.
• Drive customer engagement and repeat use by proactively educating users on StockX features, policies, and programs.
• Balance customer advocacy with business priorities to deliver fair, consistent, and brand-aligned resolutions.
• Identify opportunities to improve customer satisfaction, retention, and sales conversion through service excellence.
• Detect and act on potential fraudulent activity to protect both customers and the StockX marketplace.
• Support top-tier users through programs like Early Seller Payout and Bulk Shipping, ensuring premium service for high-value customers.
• Share insights and feedback from customer interactions to inform improvements across operations, products, and processes.

Requirements:

• High school diploma or equivalent required.
• 2-3 years of experience in customer service, sales support, or e-commerce.
• 1-2 years in a contact center environment, including multichannel interactions, i. e., phone, chat, email, and SMS.
• Proven ability to drive customer retention, satisfaction, and repeat engagement.
• Strong communication, empathy, and active listening skills with a sales mindset that identifies customer needs and solutions.
• Detail-oriented and organized, with strong follow-through and a results-driven mindset.
• Thrives in a fast-paced environment while maintaining accuracy and professionalism.
• Confident in handling escalations, making independent decisions, and owning results.
• Positive attitude, team-oriented, and motivated to contribute to customer loyalty and business growth.
• Flexible to work varying shifts to meet business demands.