Team Captain, Customer Service

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

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 player who leads by example and promotes a culture of accountability and service excellence.

Preferred Qualifications

• Experience in e-commerce, marketplace, or tech-enabled customer support

• Exposure to coaching, mentoring, or informal leadership responsibilities

• Experience working in or with global teams or customers

About StockX

StockX is proud to be a Detroit-based technology leader focused on the large and growing online market for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. StockX's powerful platform connects buyers and sellers of high-demand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by real-time data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand, adidas, Nike, Supreme, BAPE, Off-White, Louis Vuitton, Gucci; collectibles from brands including LEGO, KAWS, Bearbrick, and Pop Mart; and electronics from industry-leading manufacturers Sony, Microsoft, Meta, and Apple. Launched in 2016, StockX employs 1,000 people across offices and verification centers around the world. Learn more at www.stockx.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time. StockX may utilize AI to rank job applicant submissions against the position requirements to assist in determining candidate alignment.