Bilingual Customer Service Specialist

StockX is a Detroit-based technology leader focused on the online market for consumer goods. As a Bilingual Customer Service Specialist, you will assist customers by resolving escalated concerns, ensuring satisfaction, and enhancing the customer journey.

Responsibilities:

• Provide an outstanding customer experience across all channels in all regions, including but not limited to, email, phone, chat, and SMS
• Handle escalated and complex inquiries with empathy, professionalism, and accuracy
• Promote customer loyalty and retention by reinforcing the value of StockX and ensuring a positive resolution to every issue
• Take ownership of customer concerns from start to finish, ensuring timely and effective outcomes
• Drive customer engagement and repeat use by proactively educating users on StockX features, policies, and programs
• Balance customer advocacy with business priorities to deliver fair, consistent, and brand-aligned resolutions
• Identify opportunities to improve customer satisfaction, retention, and sales conversion through service excellence
• Detect and act on potential fraudulent activity to protect both customers and the StockX marketplace
• Support top-tier users through programs like Early Seller Payout and Bulk Shipping, ensuring premium service for high-value customers
• Share insights and feedback from customer interactions to inform improvements across operations, products, and processes

Requirements:

• High school diploma or equivalent required
• 2–3 years of experience in Customer Service, Sales Support, or E-commerce
• 1–2 years in a Contact Center environment, including multichannel interactions i.e., phone, chat, email, SMS
• Proven ability to drive customer retention, satisfaction, and repeat engagement
• Strong communication, empathy, and active listening skills with a sales mindset that identifies customer needs and solutions
• Detail-oriented and organized, with strong follow-through and a results-driven mindset
• Thrives in a fast-paced environment while maintaining accuracy and professionalism
• Confident in handling escalations, making independent decisions, and owning results
• Positive attitude, team-oriented, and motivated to contribute to customer loyalty and business growth
• Flexible to work varying shifts to meet business demands