Senior Manager, Customer Service

About the Role

The Senior Customer Service (CS) Manager leads the operational activities for the NA Customer Service Team.  Leads, develops, and motivates Team Leaders while driving the day-to-day performance of the team with a goal of creating world-class customer service and an engaged, high performing CS team.  Will meet key performance indicators and company expectations are consistently exceeded and improved upon.  The CS Manager will work closely with a peer in EMEA, APAC and Workforce Management (WFM) as well as support team leaders to drive great experiences and improvements.  

What You’ll Do

• Leadership/Supervisory Role: Lead and develop a team of 4-6 Team Leaders.
• Support/Growth: Conduct regular performance reviews and one-on-one meetings with direct reports to drive and evaluate their performance.
• Analytics: Review operational reports with WFM and senior leadership on a regular basis and provide guidance to the team regarding future performance in order to continuously improve results.
• Execution: Execute short and long-term goals of the department and evaluate the effectiveness of these initiatives. 
• Continuously monitor customer satisfaction and coach to improved experiences. 
• Take ownership of escalated cases to deliver customer resolutions.
• Partner across teams to develop procedures, policies, and standards.
• Other Duties: Other duties as deemed necessary in the customer service department or as delegated by the VP of Customer Service. 

About You

• Bachelor’s Degree (or equivalent experience)
• 7+ years in Customer Service Leadership and Contact Center Operations
• Strong Customer Service mindset and skills
• Proven track record of driving performance of Customer Service KPIs
• Demonstrated ability of creating and developing a highly engaged team that aligns to the mission and values of StockX CS
• Experience leading and coaching others
• Strong knowledge of contact center operations
• Intermediate understanding of financial reports, forecasting and workforce management
• Intermediate understanding of Data Analysis, strong ability to analyze data and develop strategies
• Basic understanding of Project Management
• Intermediate understanding of Google Workspace and Microsoft Office
• Intermediate understanding of CRMs such as Salesforce, Microsoft Dynamics, Gladly, etc.
• Intermediate understanding of Call Center Technologies (Telephony, IVR, Chat, Email, Digital Channels)
• Basic understanding of Self Service and AI technologies

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

Pursuant to the various pay transparency laws/acts, the base salary range is $100,000 to $115,000 plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.