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VP, Customer Service

VP, Customer Service

Company 
StockX LLC
Location 
US-MI-Detroit

Position Details

Who We Are

StockX is the world’s first online consumer “stock market of things” for high-demand, limited edition products. Participants buy and sell authenticated products in a live marketplace where they anonymously trade with stock market-like visibility. The StockX exchange offers buyers and sellers historical price and volume metrics, real-time bids and offers (asks), time-stamped trades, individualized portfolio tracking and metrics, as well as in-depth market analysis and news. StockX launched its inaugural marketplace in the secondary sneaker space with plans to expand to additional consumer product segments that have a natural need for a live secondary market.

What You'll Do/Need

StockX is all about delivering an outstanding experience to our buyers and sellers. We are looking for an experienced leader who shares in the vision of making phenomenal customer service a competitive advantage for a business. The Vice President of Customer Service will have experience scaling a customer service team and establishing a data-driven infrastructure to support relationship management. The role will help us establish clear customer service metrics to set business objectives and continuous improvements. This team member will make strategic decisions on organizational development and use of third parties and software to exceed business objectives. The VP of Customer Service will be able to take insights from customer feedback and trends, and share them across the company to drive improvements into our product, marketing and operations. We are looking for an inspiring and authentic leader who knows how to lead and develop a high performing team. 

Responsibilities

  • Create the future customer support organizational structure 
  • Develop customer service objectives and establish clear metrics for managing the customer service department
  • Drive continuous improvement and champion positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs and increase revenue growth
  • Establish and lead customer service training programs and new hire onboarding programs for the customer service department
  • Develop, own and execute an effective staffing plan for Customer Service, using data-driven forecasting techniques
  • Maintain and improve in-depth product knowledgebase
  • Manage third party vendor relationships. 
  • Maintain an in-depth working knowledge of StockX systems, processes and products 
  • Proactively provide feedback across departments regarding customer concerns and user experience 
  • Serve as an escalation point for Customer Service, Fraud Prevention and critical customer issues; serve as a liaison to other internal departments and stakeholders 
  • Recruit, mentor and develop customer service team members both in-house and for seasonal and promotional work 

Requirements 

  • 10+ years of experience leading customer service teams and managing and improving the customer experience with specific experience in customer centric e-commerce companies 
  • Deep understanding of B2C customer support methodologies, having designed and implemented impactful and profit-generating customer service techniques 
  • Experience using customer relationship management tools 
  • Expertise in analyzing and reporting support operations metrics 
  • Strong understanding of industry fraud detection and prevention techniques 
  • While the organization is established, there is still a strong entrepreneurial/start-up mentality and operation style. You need to balance consistency and process with adaptability and flexibility to the needs of the business and customer 
  • Excellent written and verbal communication skills 
  • You love to instruct/teach/train team members 
  • Strong organizational skill and can delegate successfully 
  • Ability to work successfully and efficiently amid interruptions or distractions 
  • You have a warm and empathic interpersonal demeanor 
  • Ability to work nights and weekends to support the business, as needed 
  • Effective at collaborating with different teams to deliver solutions 
  • Maintain professionalism/confidentiality in escalated situations with customers 
  • Show clear ownership and accountability for projects from start to finish 
  • Thrive in a fast-paced, rapid-growth environment 
  • Extensive experience interviewing candidates with a keen eye for talent and culture fit 
  • A hands-on self-starter with a positive attitude and strong work ethic 

What You'll Get

Corporate politics not your strong suit? The anti-corporate culture of Stock X gives our team members the initiative to build solutions together and grow both personally and professionally. StockX offers access to full benefits including health, dental, and 401k.

 

Stock X is an equal opportunity employer.

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