Customer Service Specialist

ABOUT THE ROLE We're seeking a highly motivated and customer-focused Customer Service Specialist to empower our global customers to connect with culture through their passions. As a key member of our team, you'll play a vital role in delivering an exceptional experience that builds trust, strengthens relationships, and reinforces why customers choose StockX. WHAT YOU'LL DO As a Customer Service Specialist, your primary responsibility will be to assist our valued users and resolve escalated concerns for our customers. You'll provide an outstanding customer experience across all channels, including email, phone, chat, and SMS, and handle escalated and complex inquiries with empathy, professionalism, and accuracy. Your goal will be to promote customer loyalty and retention by reinforcing the value of StockX and ensuring a positive resolution to every issue. You'll also take ownership of customer concerns from start to finish, ensuring timely and effective outcomes. Additionally, you'll drive customer engagement and repeat use by proactively educating users on StockX features, policies, and programs. You'll balance customer advocacy with business priorities to deliver fair, consistent, and brand-aligned resolutions. In this role, you'll identify opportunities to improve customer satisfaction, retention, and sales conversion through service excellence. You'll also detect and act on potential fraudulent activity to protect both customers and the StockX marketplace. Furthermore, you'll support top-tier users through programs like Early Seller Payout and Bulk Shipping, ensuring premium service for high-value customers. WHAT YOU'LL NEED To succeed in this role, you'll need a high school diploma or equivalent and 2-3 years of experience in Customer Service, Sales Support, or E-commerce. You'll also require 1-2 years of experience in a Contact Center environment, including multichannel interactions. Proven ability to drive customer retention, satisfaction, and repeat engagement is essential. You'll need strong communication, empathy, and active listening skills with a sales mindset that identifies customer needs and solutions. You'll be detail-oriented and organized, with strong follow-through and a results-driven mindset. You'll thrive in a fast-paced environment while maintaining accuracy and professionalism. You'll be confident in handling escalations, making independent decisions, and owning results. A positive attitude, team-oriented, and motivated individual who is flexible to work varying shifts to meet business demands is ideal. WHY REMOTE As a remote employee, you'll have the flexibility to work from anywhere, at any time, as long as you have a stable internet connection. This role requires a high level of autonomy, self-motivation, and discipline to manage your time effectively and meet performance expectations. BENEFITS The base pay for this role is $20/hour, with opportunities for benefits (e.g., medical, dental), equity, and discretionary bonuses. Compensation is dependent on geography and may vary.