Team Leader, Customer Service

About the 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

Build & Lead a High-Performing Team

• 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

Champion the Customer Experience

• 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

Drive Performance & Operational Excellence

• 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

Scale & Improve Global Operations

• 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

Lead Through Influence & Collaboration

• 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 n 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
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Preferred Qualifications

• Experience joining an organization externally and driving early impact
• Background in e-commerce, marketplace, or tech-enabled customer support
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