[Remote] Customer Service Specialist

Note: The job is a remote job and is open to candidates in USA. StockX is a Detroit-based technology leader focused on the online market for high-demand consumer goods. As a Customer Service Specialist, you will assist customers by resolving escalated concerns and enhancing their experience across various channels, while promoting customer loyalty and retention.ResponsibilitiesProvide an outstanding customer experience across all channels in all regions, including but not limited to, email, phone, chat, and SMSHandle escalated and complex inquiries with empathy, professionalism, and accuracyPromote customer loyalty and retention by reinforcing the value of StockX and ensuring a positive resolution to every issueTake ownership of customer concerns from start to finish, ensuring timely and effective outcomesDrive customer engagement and repeat use by proactively educating users on StockX features, policies, and programsBalance customer advocacy with business priorities to deliver fair, consistent, and brand-aligned resolutionsIdentify opportunities to improve customer satisfaction, retention, and sales conversion through service excellenceDetect and act on potential fraudulent activity to protect both customers and the StockX marketplaceSupport top-tier users through programs like Early Seller Payout and Bulk Shipping, ensuring premium service for high-value customersShare insights and feedback from customer interactions to inform improvements across operations, products, and processesSkillsHigh school diploma or equivalent required2–3 years of experience in Customer Service, Sales Support, or E-commerce1–2 years in a Contact Center environment, including multichannel interactions i.e., phone, chat, email, SMSProven ability to drive customer retention, satisfaction, and repeat engagementStrong communication, empathy, and active listening skills with a sales mindset that identifies customer needs and solutionsDetail-oriented and organized, with strong follow-through and a results-driven mindsetThrives in a fast-paced environment while maintaining accuracy and professionalismConfident in handling escalations, making independent decisions, and owning resultsPositive attitude, team-oriented, and motivated to contribute to customer loyalty and business growthFlexible to work varying shifts to meet business demandsBenefitsOpportunities for benefits (e.g., medical, dental)EquityDiscretionary bonusesCompany OverviewStockX is an online marketplace to buy and sell limited edition and high demand sneakers. It was founded in 2015, and is headquartered in Detroit, Michigan, USA, with a workforce of 1001-5000 employees. Its website is https://stockx.com/.