About the job
Join us in empowering our global customers to connect with culture through their passions.
Why You'll Love This Role
As a Bilingual Customer Service Specialist, you will play a vital role in assisting our most valued users, addressing escalated concerns, and ensuring that every interaction fosters trust, enhances satisfaction, and nurtures long-term loyalty. You will create exceptional experiences that highlight why customers choose StockX. This position involves resolving daily inquiries via phone, chat, and email while identifying opportunities to improve the customer journey, encourage repeat engagement, and contribute to overall revenue growth.
Your talent for delivering exceptional service combined with a sales and retention mindset will be crucial. By providing clear communication, prompt solutions, and educating customers about StockX products and processes, you will not only resolve issues but also instill confidence in the StockX platform—transforming each interaction into a valuable opportunity that encourages repeat business.
What You'll Do
- Deliver outstanding customer experiences across all channels, including email, phone, chat, and SMS.
- Address escalated and complex inquiries with empathy, professionalism, and precision.
- Foster customer loyalty and retention by emphasizing the value of StockX and ensuring positive resolutions.
- Take ownership of customer concerns from start to finish, ensuring timely and effective outcomes.
- Enhance customer engagement by proactively educating users on StockX features, policies, and programs.
- Balance customer advocacy with business priorities to provide fair, consistent, and brand-aligned resolutions.
- Identify opportunities to boost customer satisfaction, retention, and sales conversion through service excellence.
- Detect and respond to potential fraudulent activity to safeguard 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 drive improvements across operations, products, and processes.
About You
- High school diploma or equivalent required.
- Fluency in both Chinese and English, both written and verbal.
- 2–3 years of experience in customer service or a related field.

