StockX

Lead Customer Service Platforms Analyst

Detroit, Michigan, United States

$60,000 – $80,000Compensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology, Customer ServiceIndustries

Requirements

Candidates should possess a Bachelor’s degree in Computer Science, Information Systems, or a related technical field, and have at least 7 years of experience in technical analysis and platform optimization, specifically within customer service environments. Strong technical skills in platform configuration, integration, and automation are essential, along with experience working with CRM and support platforms. Experience with AI tools and data analysis is highly desirable.

Responsibilities

The Lead Customer Service Platforms Analyst will create and manage the technical configuration, optimization, and administration of the Gladly platform, designing and implementing advanced workflows, rules, and integrations to streamline support operations. They will serve as the internal SME, lead integration projects with third-party platforms, perform in-depth performance analysis, monitor system stability, and collaborate with engineering teams on API integrations. Additionally, they will develop and manage AI Guides, implement routing strategies, and partner with data and analytics teams to ensure data quality and drive insights for automation and process improvements, communicating findings to key stakeholders through various reports and presentations.

Skills

Gladly
CRM
Support Platforms
Platform Configuration
Integration
Automation
AI Tools
Data Analysis
API Integrations
Workflow Design
Routing Strategies
Data Quality

StockX

Marketplace for high-demand consumer products

About StockX

StockX operates as an online marketplace for buying and selling high-demand consumer products, with a primary focus on sneakers, streetwear, electronics, collectibles, and luxury items. The platform functions like a stock market, where products have real-time market prices determined by supply and demand, allowing users to see the current value of items and make informed decisions. StockX stands out from competitors by ensuring the authenticity of products through a strict verification process, which builds trust among its users. The company generates revenue by charging transaction fees on sales. Its goal is to provide a transparent and reliable platform for consumers who are interested in limited-edition and hard-to-find items, capitalizing on the growing trend of online shopping.

Key Metrics

Detroit, MichiganHeadquarters
2016Year Founded
$481.5MTotal Funding
SECONDARYCompany Stage
Fintech, Consumer GoodsIndustries
1,001-5,000Employees

Benefits

Health Insurance
Dental Insurance
Hybrid Work Options
Company Equity
Performance Bonus

Risks

Increased competition from AI-based authentication startups could challenge StockX's market position.
Ongoing legal dispute with Nike over counterfeit products could damage StockX's reputation.
Leadership transition to Greg Schwartz as CEO may lead to strategic shifts impacting stability.

Differentiation

StockX offers a 'stock market of things' model for real-time pricing.
The platform ensures authenticity through a rigorous verification process.
StockX provides a personalized sneaker portfolio feature for users.

Upsides

Integration of AI can enhance StockX's verification system and consumer trust.
NFC-enabled tags can improve authenticity and traceability of items sold.
The rise of challenger sneaker brands presents diversification opportunities for StockX.

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