Job Description
Help empower our global customers to connect to culture through their passions.
About the Role
As a Learning Experience Specialist, you will play a key role in supporting both team performance and learning excellence within the Customer Service organization.
In this hybrid role, you will act as a subject matter expert, trainer and coach, helping team members deliver exceptional customer experiences while ensuring they have the knowledge and tools to succeed.
You will provide real-time operational support to front-line and back-line agents while also designing, facilitating, and improving training programs across the Customer Service organization. Working closely with Customer Service leadership, program managers, instructional designers, knowledge managers, and subject matter experts, you will help drive consistency, performance, and continuous improvement across the team.
This role requires a balance of servant leadership, coaching, operational support, and training development, supporting both new and tenured team members in a fast-paced and evolving environment.
What You’ll Do
Learning & Training Development
- Design, develop, and maintain training materials and programs across multiple delivery formats including facilitator-led training, video, and eLearning.
- Facilitate in-person and virtual training sessions, including onboarding, systems training, change management training, and other learning initiatives.
- Create and manage training schedules and learning assignments in the Learning Xchange.
- Track and document training progress, learner engagement, and completion metrics through scorecards and reporting tools.
- Evaluate training effectiveness through feedback, assessments, and review cycles, continuously improving training content and delivery methods.
- Partner with People Development and leadership teams to test, refine, and improve training materials and programs.
- Roll out and reinforce job aids, quick reference guides (QRGs), and process updates to ensure teams remain aligned on operational changes.
- Provide ongoing training support and mentorship for new hires and existing team members
Team Leadership & Operational Support
- Serve as a Subject Matter Expert (SME) providing real-time support and guidance to Customer Service agents across assigned teams and channels.
- Build strong relationships with 12–20 team members, providing coaching, support, and recognition to help drive performance and engagement.
- Act as the first point of contact for agents seeking guidance on processes, tools, and customer inquiries via Slack, email, Zoom, Gladly, and other approved channels.
- Provide regular performance updates and feedback to support daily productivity, quality standards, and service level goals.
- Facilitate team huddles and meetings to ensure alignment on priorities, updates, and operational goals.
- Assist with complex or escalated customer situations, modeling effective problem-solving and customer-first decision making.
- Partner with leadership to help agents achieve productivity, quality assurance, and CSAT performance goals.
- Monitor operational tools, inboxes, liveboards, and exception workflows to ensure adherence and proper team coverage.
- Participate in quality assurance calibrations to maintain alignment with QA guidelines and expectations.
- Review customer satisfaction feedback and help close the loop with customers while providing coaching insights to leadership.
- Contribute ideas and feedback that improve customer service processes, tools, and systems, including participation in user acceptance testing (UAT) and special projects.
- Support operational tasks and thresholds while ensuring responsibilities are completed within defined timelines.
About You
To be considered, we’re looking for candidates who bring consistency, care, and leadership through service. You must:
- High School Diploma or GED required.
- 2 or more years of experience in training, facilitation, or learning development.
- 2 or more years of experience in leadership.
- Strong verbal and written communication skills, including the ability to confidently facilitate training and lead group discussions.
- Demonstrated coaching and mentoring ability with a passion for helping others grow.
- Strong critical thinking and problem-solving skills.
- Ability to collaborate effectively with leaders, SMEs, and cross-functional teams.
- Excellent organizational skills and attention to detail.
- Positive, solution-oriented mindset with openness to feedback.
- Passion for continuous learning, personal development, and team success.
- Proficiency with Microsoft Office (PowerPoint, Excel, Word)
- Experience using Google Workspace (Docs, Slides, Sheets, Drive)
- Familiarity with Slack, Zoom, Gladly, and other workplace communication tools
- Experience working with learning platforms or knowledge management systems is a plus
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.
