Team Captain, Customer Service

About the Role

As a Team Captain (TC) in Customer Service, we’re counting on you to help us deliver the kind of experience that earns trust—every interaction, every day; internal and external customers, as well as team members on, and outside the assigned team you’ll support. You’ll deliver an exceptional experience that builds trust, strengthens relationships, drives revenue and retention and reinforces why customers, and team members choose StockX. 

In this role, you’ll lead through servant leadership—removing barriers for our team members, coach with intention, and set the pace for excellence across a variety of channels to include, but not be limited to chat, email, phone and SMS. TC’s are the go-to partner for guidance and real-time support across both front-line, back-line and support teams. You will directly support a team of 12–20 team members daily, however, will also build strong relationships across our global team. 

What You’ll Do

• Serve as a subject matter expert, providing real-time support so we can deliver best-in-class service across your assigned team, other CS teams including inbox and channel expertise.
• Coach and support our team members to strengthen performance, confidence, and consistency—team member success is your success.
• Gather insights through feedback sessions and share ideas that help us improve how we work and how we serve.
• Be available to our team through Slack, email, Zoom, and other approved channels as the first point of contact for process and customer questions.
• Provide regular performance updates throughout the day, helping our team stay aligned to daily goals and service levels.
• Facilitate huddles and team meetings that keep us connected, informed, and energized.
• Step in on customer contacts and complex/escalated situations as assigned, modeling calm, clarity, and customer-first decision making.
• Manage TL/TC threshold and exception tasks with clear ownership and timelines, ensuring we deliver on commitments.
• Partner with leaders to support our team in achieving productivity, quality goals, and CSAT expectations.
• Monitor operational tools and exception workflows so we catch issues early and protect the customer experience.
• Participate in QA calibrations to ensure we stay aligned and confident in our standards.
• Build a culture of recognition—calling out great work in real time and reinforcing what “excellent” looks like.
• Review customer satisfaction feedback and help ensure we close the loop with customers and coaching.
• Contribute ideas that improve our processes across CS and the broader business, including UAT and system/tool feedback as assigned.
• Roll out and reinforce new job aids and process updates, leading discussions when changes occur as needed.
• Support onboarding and training for new hires so we bring new team members up with confidence and consistency.
• Help manage real-time inbox and live performance metrics to support adherence and coverage.
• Work executive escalations when needed.
• Jump in on other duties as needed—we play to win.

About You 

• Minimum of 3 years of experience in customer service, with success in multi-channel environments (email, chat, phone).
• Minimum of 1 year of demonstrated experience acting as a senior team member, mentor, or informal leader within a support environment.
• Strong working knowledge of customer support processes, with the ability to handle complex or escalated cases.
• Excellent written and verbal communication skills, with a professional and customer-first approach.
• Comfortable supporting and guiding peers, sharing feedback constructively, and helping drive team performance.
• High emotional intelligence — empathetic, adaptable, and calm in high-pressure situations.
• Strong organizational skills with the ability to manage time effectively and balance individual and team responsibilities.
• Ability to take initiative, solve problems proactively, and support day-to-day team operations.
• Positive, collaborative team p