Customer Service Specialist

About the role

Help empower our global customers to connect to culture through their passions.

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

• A 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, 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.
• 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.

Qualifications

• 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, 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.
• 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.

Skills

• Exceptional customer service skills.
• Ability to handle escalated and complex inquiries.
• Strong communication and empathy skills.
• Proven ability to drive customer retention and satisfaction.
• Detail-oriented and organized.
• Results-driven mindset.
• Confidence in handling escalations and making independent decisions.
• Team-oriented and motivated to contribute to customer loyalty and business growth.
• Flexibility to work varying shifts.

Benefits

• Opportunities for benefits such as medical, dental, and equity.
• Discretionary bonuses are also available.

Pay

Pursuant to the various pay transparency laws/acts, the base pay is $20/hr plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.

Schedule

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.